When you send out marketing emails or automated follow-ups, your customers will naturally reply. The Reply & Forward Settings allow you to control exactly where those replies go, ensuring no communication slips through the cracks.
1. The Reply-To Address
By default, when a customer replies to an email sent from your Scotify Solutions account, the reply is routed back into your unified Conversations inbox. This is the recommended setup as it centralizes all communication.
However, you can specify a custom "Reply-To" address for specific campaigns or workflows if you want replies to go to a different inbox, such as a dedicated support email or a specific team member's direct line.
2. Forwarding Settings
If you prefer to handle replies in your personal email client (like Gmail or Outlook) rather than the Scotify dashboard, you can set up email forwarding.
- Global Forwarding AddressEnter an email address where all inbound replies should be forwarded. This is useful for small teams who want to monitor everything from a single external inbox.
- User-Specific ForwardingIf a lead is assigned to a specific user in your CRM, their replies can be automatically forwarded to that user's email address.
Pro-Tip
Even if you set up forwarding to your personal email, always encourage your team to reply from within the Scotify Conversations tab. This ensures the entire communication history is logged in the CRM for future reference and reporting.