Reply Handling (tab)
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Reply Handling (tab)
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Audience > Group Management > Groups >
Change Settings > Reply Handling
What can I do in this window?
The "Reply Handling" tab in Mapp Engage allows you to configure settings for handling replies to email and SMS sendouts. This document covers the essential configurations and best practices to optimize your system's performance and ensure smooth communication with your contacts.
Email Settings
From Address
The From Address is the email address that appears as the sender in the recipient's inbox when you send an email. Mapp Engage automatically enables DMARC (Domain-based Message Authentication, Reporting, and Conformance) for optimal email deliverability and brand protection. This feature allows the use of different FROM domains without risking delivery issues.
Always send emails from an authorized domain to avoid being marked as spam by email clients like Google and Yahoo. For more information, see DMARC and Email Authentication.
Setting | Description |
|---|---|
Defined Address |
Ensure that the email domain matches the authorized domain in your Mapp Engage system. Placeholders can be used for personalization, but Insert-If expressions are not allowed. |
Message Author | Uses the email address and name of the message author. Verify that the email address that Mapp Engage has for the message author matches the email domain that is authorized for your Mapp Engage system. |
Name and Email of the Group | Uses the group’s predefined name and email address. This setting ensures optimal deliverability. |
To Address
This is the address that appears as the recipient in the inbox.
Setting | Description |
|---|---|
Name and Email of the Recipient | Displays the recipient’s name and email. If no name is stored, only the email address is shown. |
Personalized To Address | Adds attribute values to the To Address, such as the recipient’s first and last name. Personalization placeholders are used, and the email address is included automatically. |
Email Reply Handling
When sending emails via Mapp Engage, you can manage the recipients' replies, including automatic responses, questions, service requests, and feedback. Mapp Engage offers several options for handling these replies:
Method | Description |
|---|---|
Send Directly to Address | Sends replies directly to the specified email address without filtering or storing copies. The email address that you define becomes the reply address for the sendout. The email address for sendout in the group and the custom reply address, therefore, do not match. |
Send to Group Owner and Managers | Forwards all replies to system users with group owner and manager roles. |
Store in IMAP (Exclude Auto-responses) | Stores copies of all messages in your IMAP folder, filtering auto-responses. For more information, see Access the Inbox with IMAP. |
Store in IMAP (Include Auto-responses) | Stores copies of all messages in your IMAP folder without filtering auto-responses. For more information, see Access the Inbox with IMAP. |
Send to Message Author | Forwards all replies to the message author.all replies to the message author. |
Treat as Unsubscribe Request | Automatically unsubscribes the group member who replies. The contact receives an unsubscribe confirmation. The unsubscribe is recorded in the statistics for the message. |
Ignore and Delete | Deletes all incoming emails without taking action. |
Send Personalized Reply to Address | Sends a system message (SysMsgEmbeddedReply) along with the reply.
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Initiate Event-based Automation | Triggers an automation event whenever a reply is received. For more information, see Message Reply Received (C).
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The reply handling method affects the Reply To address in your email header. When a recipient clicks the Reply in an email, the recipient sees the Reply To address in the To field of the reply email. Some of the options allow you to define a name and email address:
Name: Defines the name of the person
Email: Defines a specific, individual reply address. Input of an email address is required. Personalization placeholders can be entered in the Name and Email input fields. If a valid from address cannot be generated from the placeholders during sendout, the name and email address of the group are used.
SMS Settings
Outbound Mobile ID
The Outbound Mobile ID field stores the TPOA (Transmission Path Originating Address). The TPOA is a header field in an SMS message. On their mobile phones, your recipients see the TPOA displayed as the sender of the message.
This field contains the number or identifier of the message sender. This identifier depends on the type of code you use for sendout.
Outbound Mobile ID | Description |
|---|---|
Shared Short Code with Keyword | If you use a shared short code and multiple keywords in one Mapp Engage system, multiple groups share the short code as an outbound mobile ID. Example: PIZZA |
Dedicated Short Code | Shortcode example: 88888 |
Long Number | Long number example: 441234567890 |
Alphanumeric Outbound Mobile ID
If you prefer not to use a mobile code for the Outbound Mobile ID, you can create a custom alphanumeric TPOA, such as your company name.
TPOA Length Limits:
Up to 16 characters for a number (e.g., a phone number).
Up to 11 characters for an alphanumeric code (e.g., a company name).
Note: The TPOA cannot include underscores, spaces, or special characters.
Advantages:
Recipients see your company name as the sender on their mobile phones.
Disadvantages:
Recipients cannot reply directly to the SMS, so you must include unsubscribe instructions in the message, reducing the available character count.
If using a shared short code and keyword, you must provide the keyword to your contacts.
Inbound Mobile ID
The inbound mobile ID is registered with SMS service providers. Contacts use this ID to reply to an SMS message or to contact the group.
The inbound mobile ID is either a unique number or a keyword, depending on your SMS setup. For more information, see SMS Code Types.
You can use each inbound mobile ID for only one Mapp Engage group. You cannot reuse the keyword in other Mapp Engage groups.
Inbound Mobile ID Type | Description |
|---|---|
Shared Short Code with Keyword | Keyword example: PIZZA |
Dedicated Short Code | Shortcode example: 88888 |
Long Number | Long number example: 441234567890 |
SMS Unsubscribe Process
Like email, SMS marketing requires an unsubscribe process. To unsubscribe, your contacts need an inbound mobile ID they can reply to.
Do not send SMS messages without an inbound mobile ID in place.
Some countries require you to register a custom TPOA. In these countries, SMS messages that are sent with an unregistered TPOA are not delivered.
SMS Reply Handling
MMapp Engage supports two-way communication for SMS. Incoming messages can be handled in several ways:
Method | Description |
|---|---|
Ignore and Delete | Deletes all incoming SMS messages. Not recommended. |
Send to Group Owner | Converts incoming SMS to email and forwards it to group owners/managers. The replies are not filtered in any way. |
Send to Email Address | Converts incoming SMS to email and forwards it to a specified email address. |
Store in IMAP | Converts incoming SMS to email and stores it in the IMAP inbox. For more information, see Access the Inbox with IMAP. |
Send Unsubscribe Instructions | Sends a message with unsubscribe details to the sender. To use this option, you must enable the system message SysMsgUnsubscribeInstructions for your SMS group. You can edit the default text of this message. For more information, see System Messages via SMS and Unsubscribe All Inbound SMS Numbers. |
Treat as Mobile Subscribe Request | Adds the sender to the group and sends a confirmation SMS (system message SysMsgWelcomeToGroupPasswd). This system message contains a link to a website where the contact must confirm the subscription. For more information, see Subscribe with Inbound SMS. |
Treat as Mobile Subscribe Request & save reply | This adds an email address to the group and sends a confirmation message, SysMsgWelcomeToGroupPasswd, via SMS. This system message contains a link to a website where the contact must confirm the subscription. For more information, see Subscribe with Inbound SMS. |
Treat as Email Subscribe Request | Adds an email address to the group and sends a confirmation message.
For more information, see Subscribe with Inbound SMS. |
Initiate Event-based Automation | Fires the automation event Message Reply Received (C) when a contact sends an inbound SMS to the group. You can create multiple automations for a Mapp Engage group, allowing a single inbound SMS to trigger several automations simultaneously. These automations can be limited to SMS messages containing specific keywords, such as "help" or "coupon," enabling you to manage various SMS programs within one group. The event triggers only if the incoming SMS is from a registered mobile number; messages from unregistered numbers are ignored, so this feature cannot be used to subscribe new contacts. Ensure that the automation is restricted to the SMS group to avoid triggering it system-wide, such as with inbound emails. For details, see Scenarios for SMS. |
Mobile Push
No specific reply handling settings are needed for mobile push notifications.
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