A Reply Handler processes e-mails sent to you by customers and either takes a specific action or routes the email to one or more designated company e-mail addresses. The Reply Handlers that come with Connect can recognize and handle many types of replies including subscribe verifications, unsubscribes, and auto-replies. E-mail that cannot be handled automatically by the reply handlers can be routed to customer service.
If a customer has five bounces within 30 days, a reply handler removes the customer from the subscription list of all conversations. This parameter is configurable in Administrative Tools.
The Active Double Permission Handler (for subscribe campaigns) automatically subscribes a customer if any reply other than a bounce is received.
Changing the current reply handler configuration by adding a new reply handler or editing an existing reply handler can have unexpected consequences such as highly degraded performance and mishandled customer replies. If you are considering changing the current configuration, contact Brick Street Customer Support first.
The Reply Handlers tab in the Admin Messages window is where you to define and maintain the rules for handling specific types of customer replies.
- Name: - Unique name for the handler.
- Redirect: - Specifies whether the handler forwards all incoming e-mails to other addresses. If so, you must define the e-mail addresses.
- Archive: - Specifies whether to archive incoming messages. If so, you must identify the archive directory. You can view a customer's archived messages on the Customer Message History page in the Customer Browser.
- Edit - Make changes to the Reply Handler