Reply Mail Management

Reply Mail Management gives Accelerator the ability to forward email replies to a specified inbox while tracking analytics and triggering actions in the Real-Time Data Feed. The setup for Reply Mail Management is simple, but it does require contacting support@messagegears.com.

How it works

It is possible to handle email replies by populating the Reply-To Address of a Template with a direct email address to an active inbox, but handling replies this way means that MessageGears is not aware of any follow-up communication.

Using a custom Gears macro, a Reply-To address is generated and placed in the Reply-To Address of a Template. This address sends the email reply through the Cloud environment, gathering analytics and triggering the Real-Time Data Feed event, then sends the email to a user-accessible email inbox.

Similar to other Real-Time Data Feed events, a query can run for each contact that triggers the event.

Below you can find an overview of the Reply Mail Management process: 

1. A contact is sent through a Campaign to a customer. Within the Reply-To Address is the Gears.replyToAddress() macro.
2. Recipient replies to the email. The reply is sent to the MessageGears environment. Analytics are recorded, the Real-Time Data Feed event “Inbound Email” triggers, and the email is sent to a designated address set up by MessageGears support.
3. The Reply is processed by the appropriate channels and responded to. As long as the same Reply-To Address is used in future additional contacts, further replies are processed. Each reply triggers the Inbound Email event and forwards the reply to 

How to use Reply Mail Management

There are three steps to making use of Reply Mail Management:

1. Contact Customer Success to set up your content forwarding address and the email inbox that will receive any replies to your messages
2. Use our Freemarker Macro, ${Gears.replyToAddress()}, to generate the address your recipient will reply to, optionally giving it a ‘friendly’ reply-to name for users to see
3. Utilize the inbound message real-time events for analytical and post-processing