Reply Handlers

A reply handler processes emails sent to you by customers and either takes a specific action or routes the email to one or more designated company email addresses. The Reply Handlers recognize and handle many types of replies including subscribe verifications, unsubscribes, and auto-replies. Email that cannot be handled automatically by the reply handlers can be routed to customer service.

When Connect receives inbound messages from any source, they are handled by the Mail Processor. The Mail Processor executes a sequence of reply handlers for each message. Each reply handler examines the message and determines whether it is able to manage the message or not. If a reply handler can handle the message, it does so and the processing stops. If the reply handler cannot, the next reply handler in the sequence is called. Complex and sophisticated inbound message handling logic can be implemented by sequences of reply handlers. Each of the configured reply handlers displays in the Reply Handlers Chain section of the Mailboxes page.

Note: If a customer has five bounces within 30 days, a reply handler removes the customer from the all subscription lists. This parameter is configurable in Administrative Tools.

Note: The Active Double Permission Handler (for subscribe campaigns) automatically subscribes a customer if any reply other than a bounce is received.

Note: 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.

Edit Reply Handlers

Follow these directions to edit a reply handler.

From the Reply Handlers screen, click Actions > Edit beside the reply handler you want to modify. The Enter Reply Handler Information screen appears.
Click the Redirect Reply checkbox if you want to redirect the customer's reply.
In the Email Addresses field, type one or more email addresses. Separate multiple email addresses by a comma.
Click the Archive checkbox if you want to archive the reply handler. The Directory field is activated.
In the Directory field, type the archive directory path.
Click the Save button. The Reply Handlers screen appears.