Email Services Configuration – Reply & Forward Settings.

PostedApril 5, 2025

UpdatedApril 5, 2025

ByMukesh Kumar

What Are Reply & Forwarding Addresses?

These configurations allow you to receive copies of emails sent to your account by using a Forwarding Address or BCC. Additionally, Reply Tracking is explained in this section.

Where to Find Reply & Forward Settings

To access these settings, navigate to the location, then click on Settings > Email Services.

Forwarding Address

When a lead replies to an email, their response will always appear in the Conversations tab. However, if you’d like a COPY of the lead’s email response to be sent to another email address, you can add that address here. All incoming and outgoing emails (To, CC, and BCC) will incur charges.

You can add multiple forwarding email addresses, separated by commas, for example: email1@test.com, email2@test.com, email3@test.com.

IMPORTANT: Forwarding addresses and BCC emails are only supported when using Mailgun and LC Email. We do not support other SMTP providers.

Reply Address

You now have the option to add a reply-to address. All incoming emails will be directed to this address, instead of appearing in the Conversations tab.

Please note, if you reply to a lead’s email from your inbox outside of the CRM, your reply will not sync back to the CRM.

You can add up to 5 email addresses for the reply-to address.

To configure this, go to Settings > Email Services > Reply & Forward Settings > Reply Address.

Be sure to click Save after entering the reply-to address.

BCC Emails

You will receive a Blind Carbon Copy (BCC) of every email sent from that location. This setting can be configured under Settings > Email Services > Reply & Forward Settings > BCC Emails.

Forward to Assigned User

The email replies will be sent to the assigned user of the lead’s email inbox. The email will be directed to the address specified for that user in Settings > My Staff > Edit User > User Info.

Enable Reply Tracking – Other SMTP Providers

Reply tracking cannot be enabled for Mailgun as it is directly integrated with the receiving route setup in Mailgun.

If you mask the sender email (e.g., testing@gmail.com), the reply-to address will appear as testing@replies.subdomain.com, which corresponds to the Mailgun subdomain set up for the location under Agency Settings > Mailgun.

Replies will still be correctly displayed in the Sub-account’s Conversations tab.

Example With Reply Tracking

The highlighted email in the screenshot below will be the reply-to email address. This allows us to capture email replies back into the Conversations tab, where you can read them, manually respond, or trigger a response using tags, etc. This is a limitation when using SMTP integration.

IMPORTANT: We cannot capture email replies in the Conversations tab if you copy the highlighted email and send a direct or new email thread with it. You must reply to the email sent from the system in order for the reply to be tracked.

Example Without Reply Tracking

The highlighted email in the screenshot below will be the reply-to email address. In this case, email replies will not be captured in the Conversations tab. Instead, responses will be directed to the configured sender email inbox.

Frequently Asked Questions

Q: Why are attached files not forwarded along with email replies?
A: The forwarding settings in the email services tab do not support forwarding attachments. If a contact replies with an attachment, you’ll need to log into the VelarixMarketing conversation view to access it.

Q: Why do the forwarding email addresses I added disappear after saving?
A: If the email addresses are invalid or conflict with any dedicated domains associated with your sub-account, they will not be accepted as forwarding addresses.