Skip to main content

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.

For more information on Gears macros, refer to the Gears Macros article.

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

Read more information on setting up Queries on the Real-Time Data Feed here.

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 Support 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