What This Feature Does
The Custom Reply add-on lets you set a specific reply-to email address for individual newsletters. When recipients hit "reply" to your campaign, their responses go to the custom address you specify, not the default reply-to email in your account settings.
This is useful when different campaigns need replies routed to different teams or inboxes (support, sales, info, etc.).
When You'd Use This
You want customer feedback emails to go to support@yourcompany.com instead of your default sender
Different newsletters are managed by different departments who need to receive replies directly
You're running a campaign that requires responses to go to a specific person or department
You want to separate transactional replies from marketing replies
Step-by-Step: How to Enable and Use the Custom Reply Add-On
Step 1: Enable the Add-On
Go to Settings → Add-ons in your SendX dashboard
Find Custom Reply Add-on
Toggle it ON
That's it. The add-on is now active for your account at no additional cost.
Step 2: Set a Custom Reply-To Address in Your Newsletter
Once enabled, you can specify a custom reply-to email when creating or editing a newsletter.
Create a new newsletter or open an existing draft newsletter
In the newsletter editor, look for the "Reply To" field
Enter the email address where you want replies sent (e.g., info@yourcompany.com, support@yourcompany.com)
Continue building and sending your newsletter as normal
That's it. Replies to this specific newsletter will now go to the custom address you entered.
Important Notes & Limitations
This Add-On is Newsletter-Specific, Not Global
The custom reply-to address applies only to the newsletter you set it in, not all future campaigns.
Each newsletter can have its own reply-to address.
You'll need to set the custom reply-to manually for each campaign that needs it.
No Email Verification Required
You don't need to verify the custom reply-to email before using it.
However, if you enter an invalid or non-existent email address, recipients' replies will go nowhere. You won't receive them.
Double-check spelling and format before sending.
Default Reply-To Behaviour
If you don't enable this add-on or don't set a custom reply-to in a newsletter:
Replies go to the default reply-to email configured in Settings → Setup → Sender.
You can view or change your default reply-to address anytime at that location.
You Can Use Any Email Domain
You can use any valid email address as your custom reply-to, it doesn't need to match your sending domain.
For example, if you send from noreply@yourdomain.com, you can still set replies to go to info@gmail.com.
Editing Existing Campaigns
You can add or change the custom reply-to address in draft newsletters even after enabling the add-on.
For scheduled or sent campaigns, you cannot edit the reply-to address.
SendX Doesn't Track Replies
SendX does not store or track replies sent to your custom reply-to address.
All replies go directly to the email inbox you specified.
You won't see reply metrics in SendX analytics.
Common Questions & Troubleshooting
"I entered a custom reply-to email but I'm not receiving replies. Why?"
Possible causes:
The email address you entered is invalid or doesn't exist. SendX doesn't verify custom reply-to addresses, so if it's wrong, replies won't be delivered.
Check your spam folder in the custom reply-to inbox.
Make sure the email address is typed correctly (no typos or extra spaces).
"Can I set different reply-to addresses for different newsletters?"
Yes. Each newsletter can have its own custom reply-to address. Just enter a different address in the "Reply To" field when creating each campaign.
"What happens if I don't enable this add-on?"
Replies will go to the default reply-to email configured in Settings → Setup → Sender. Most users have this set to their primary email or a general inbox.
"I enabled the add-on but don't see the Reply To field in my newsletter. Why?"
Make sure:
You toggled the add-on ON in Settings → Add-ons.
You're editing a newsletter (not an automation email, this feature doesn't work there yet).
You're looking in the correct section of the newsletter editor, usually near the "From" or "Subject" fields.
"Can I use a Gmail or Outlook address as my custom reply-to?"
Yes, you can use any valid email address, including free providers like Gmail, Outlook, Yahoo, etc. There are no domain restrictions.
"Will this affect my email deliverability?"
No. The reply-to address doesn't impact deliverability. Your sending domain and "From" address are what matter for inbox placement.
"I get an 'Invalid Format' error when I try to add a reply-to email. What's wrong?"
This means the email address is formatted incorrectly. Common issues:
Typos (e.g., info@examplecom instead of info@example.com)
Missing @ symbol
Extra spaces before or after the email
Special characters not allowed in email addresses
Double-check the format and try again.
"Can I add multiple reply-to addresses?"
No, you can only specify one reply-to email per newsletter.
"Does this work for automation emails?"
Not currently. The Custom Reply add-on only works for newsletters at this time. Automation emails will continue using the default reply-to address from Settings → Setup → Sender.
"If I disable the add-on, will my old campaigns stop working?"
No. Campaigns already sent with a custom reply-to address will continue working as originally configured. Disabling the add-on only affects new newsletters going forward.
Quick Recap
Enable once in Settings → Add-ons → Custom Reply Add-on
Set per newsletter in the "Reply To" field when creating campaigns
No verification needed, but make sure the email is valid
Works only for newsletters, not automations
Replies go directly to the custom inbox (not tracked in SendX)
Need more help? Contact our support team anytime.