Customizing the email address that your customers reply to can simplify responses and power your workflows.
Your company email and display name will pre-populate as the defaults in the Reply To Email field, but this can be overwritten when sending a one-off email message. Simply click into the field and type your own text.
Email templates will save the preferred Reply To Email for simple, consistent messaging.
Why would I want the Reply To email to be different from the Sent From email?
- Every business has its own segmentation rules and processes, but here's a simple example:
The Billing Department sends email invoices. These emails should clearly identify that they are related to bills/payments.
The Customer Support team is the first point of contact for all customers, so all queries and questions should go to them.
To maintain consistency, all customer-facing emails are set with the Reply To address as "email@example.com". This ensures that any replies are received directly by the Customer Support team.
- Your business may also use inbound or reply emails to power workflows
- Your business may prefer to have replies received by a group email box (such as "firstname.lastname@example.org") instead of an individual's email box (such as "email@example.com"). This can assist with workflow processes and ensure that customer emails are not missed if an individual is unavailable or out of the office.