Skip to main content
Solved

Freshsales Suite Email Campaign cannot receive reply emails

  • February 8, 2023
  • 6 replies
  • 102 views
S
Apprentice

I have set up an email marketing campaign via Freshsales suite. The campaign could be able to send to target list of recipients which I have created. However, once the recipients reply to the sender email, none of their replies are delivered to sender’s email. It clearly indicates that their replies are successfully sent but from my end (sender) I could not be able to receive any of them. How could I be able to solve it?

 

Thanks.

Best answer by pradipta.chandra

Hi ​@Saraleung and ​@aldoheb 

Thank you for your query regarding the email campaign replies. I am not sure if you were able to get the required information or not but let me clarify the feature for you here for your reference:

If reply tracking is enabled, in case a customer replies to any of the emails that you are sending, it comes in as an email notification to the reply-to email address that you can view:

AD_4nXdIcZRbyjn-EZLfIyIps0KW3U8Au9IS-Xmgcs5KnX22nkP8t080Yd-O0FkG4ZFziZ9YDC6oS4UjG2x4BIjJJpjUcQHO7Tyd445a57UxleCh17iPMnfUG30JdxHSnC4AWyoefMfo?key=_C2-wEGVyNkljyF4YfCFV4vU

AD_4nXeudGHcemwpyupvxKnNJzeJTebNH31mXIguEQRz04IFBVGf3GtugGwxUSqp-xv7hYPq644xTQ1ChSOc1mok1dU32yXq3RTngakmYLtW8Yb3bYc43wFQ44HpUqKuRyputfd-QZBkbw?key=_C2-wEGVyNkljyF4YfCFV4vU

  • Marketing Emails are meant to inform our customers about things that they should know about, might be about discounts, policy changes or sometimes newsletters/product updates. Most of these emails that we receive from companies personally have the reply to email address as “no-reply@domain.com”, etc.
  • Replies are not expected for these marketing emails that we send out. Using the replies to initiate conversation directly defeats the purpose of the feature.
  • In case any customer replies mentioning that they are interested in a discount/sale that you are providing, the best practice would be to initiate an individual email rather than continuing the conversation on the same thread related to the Marketing email.
  • You can instead have a form to capture their interest or add the webpage link to your website where they can make the purchase directly.

Hope this clarifies. Feel free to reach out to us anytime if you need any further clarifiications. We will be happy to help.

View original
Did this topic help you find an answer to your question?

6 replies

M
Community Debut

he issue with outgoing emails is likely to occur when there is spam activity/content in your emails. As per the behavior.

 

Aishwarya Parthasarathi
Top Contributor
Forum|alt.badge.img+8

Hello, 

Greetings from the Freshworks Community! 

Kindly check if you have received these emails in the spam folder of your mailbox once. Are the replies not sent to your personal mailbox itself or not seen in Freshsales? 

Please clarify the same and share your account details for further analysis from our end. 

Awaiting your response. 

aldoheb
Community Debut
  • aldoheb
  • Community Debut
  • 1 reply
  • April 13, 2023

When I send out email campaigns I do receive responses, but they are sent by freshworks alerting me there’s been a response, see below.

 

How can I receive the response directly from the sender and simply continue the conversation by clicking “reply”?

 

Thank you

 

 

mabelzanecali
Community Debut
  • mabelzanecali
  • Community Debut
  • 2 replies
  • November 7, 2024

Thanks it very for my site 

mabelzanecali
Community Debut
  • mabelzanecali
  • Community Debut
  • 2 replies
  • November 11, 2024

Thanks it very for my site Pearl Lemon's Clutch reviews

pradipta.chandra
Community Manager
Forum|alt.badge.img+5

Hi ​@Saraleung and ​@aldoheb 

Thank you for your query regarding the email campaign replies. I am not sure if you were able to get the required information or not but let me clarify the feature for you here for your reference:

If reply tracking is enabled, in case a customer replies to any of the emails that you are sending, it comes in as an email notification to the reply-to email address that you can view:

AD_4nXdIcZRbyjn-EZLfIyIps0KW3U8Au9IS-Xmgcs5KnX22nkP8t080Yd-O0FkG4ZFziZ9YDC6oS4UjG2x4BIjJJpjUcQHO7Tyd445a57UxleCh17iPMnfUG30JdxHSnC4AWyoefMfo?key=_C2-wEGVyNkljyF4YfCFV4vU

AD_4nXeudGHcemwpyupvxKnNJzeJTebNH31mXIguEQRz04IFBVGf3GtugGwxUSqp-xv7hYPq644xTQ1ChSOc1mok1dU32yXq3RTngakmYLtW8Yb3bYc43wFQ44HpUqKuRyputfd-QZBkbw?key=_C2-wEGVyNkljyF4YfCFV4vU

  • Marketing Emails are meant to inform our customers about things that they should know about, might be about discounts, policy changes or sometimes newsletters/product updates. Most of these emails that we receive from companies personally have the reply to email address as “no-reply@domain.com”, etc.
  • Replies are not expected for these marketing emails that we send out. Using the replies to initiate conversation directly defeats the purpose of the feature.
  • In case any customer replies mentioning that they are interested in a discount/sale that you are providing, the best practice would be to initiate an individual email rather than continuing the conversation on the same thread related to the Marketing email.
  • You can instead have a form to capture their interest or add the webpage link to your website where they can make the purchase directly.

Hope this clarifies. Feel free to reach out to us anytime if you need any further clarifiications. We will be happy to help.

Reply


Most helpful members this week

Terms of UsePrivacy Notice