Custom Reply addresses let you choose where email replies go for each campaign instead of having all responses sent to one static address. This feature helps you route replies directly to the right team member or department so nothing gets missed or delayed. Instead of manually sorting through replies or forwarding emails to the right person, each campaign can automatically send responses to the most appropriate inbox from the start.
Before You Begin
Before setting up custom reply addresses for your campaigns, make sure you have:
Valid reply-to email addresses: Have the specific email addresses ready for different teams or departments you want to route replies to.
Email access for testing: Be able to access the reply-to email addresses to verify that replies are being received correctly.
Understanding of your team structure: Know which campaigns should route to which team members or departments.
Draft or new campaign ready: Have either a new campaign to create or an existing draft campaign to modify.
Step-by-Step Instructions
Set the Reply-To Email Address
Click on the profile icon at the top-right corner of your screen.
From the dropdown, select Setup.
Under Default Sender & Reply, find the field for Reply-To Email Address.
Enter the email address you want replies to go to.
Click Save to apply the changes.
Choose or Create a Newsletter
Either create a new newsletter or select an existing one (in draft or editable state).
Or edit an existing one and navigate to the Sender Settings.
Send the Campaign
Send out the campaign and open the test email in your inbox.
Verify the Reply-To Email
You can just expand the email details and confirm the reply-to email is the one you entered.
Click Reply and check that replies are being directed to the correct address.
Tips & Best Practices
Here are some helpful ways to make the most of custom reply addresses:
Keep addresses current: Ensure reply-to addresses are actively monitored and won't bounce.
Use descriptive email addresses: Choose reply addresses that clearly indicate their purpose to recipients.
Make reply addresses obvious to recipients: Use clear, professional email addresses that recipients will recognize and trust.
Troubleshooting Common Issues
Custom reply addresses can sometimes present configuration or delivery challenges. Here are solutions to common problems:
Problem: "I don't see the Reply to Email field in my campaign settings."
Solution: Ensure you're in the sender settings section of your campaign creation or editing interface. The field appears as an optional field in this section for both new and existing campaigns.
Problem: "Replies are still going to the default sender address instead of my custom reply address."
Solution: Verify that you actually entered an email address in the Reply to Email field and that it appears correctly on the review and confirm screen before sending.
Problem: "The custom reply address isn't showing up in the received email."
Solution: Check that the email address you entered is valid and properly formatted. Also verify that your email client is displaying the full email headers where the reply-to information appears.
Problem: "When recipients click reply, it's not using my custom address."
Solution: This could be an email client issue. Test with different email clients (Gmail, Outlook, etc.) to see if the behavior is consistent. The reply-to address should automatically populate when clicking reply.
Related Articles
Now that you can route replies effectively, here are simple ways to improve your campaign management:
How to Create and Send Out Your Campaign: Learn the complete process of setting up campaigns, including how to configure sender settings and reply addresses from the start, in this article.
Analyzing Newsletter Campaign Performance Reports: Monitor how your campaigns perform and track engagement to see if your reply routing strategy is working effectively. Learn the process in this guide.