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Marketing email automatic response send to "From" user rather than "Reply To" user

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Posted on by 230

Sending a Marketing Email we set the From address to be FRED we set the Reply-to address to SUE

The auto response emails all went to FRED instead of SUE

This is really terrible user experience as FRED is a CEO, he doesn't want all the auto responses in his inbox. SUE should be able to access and review these from her inbox.

I raised a ticket and it was reported as an outlook issue? Anyone experienced this or have any innovative ideas on how to resolve this?

I also raised an Idea here if you could spare a vote for it please? 

experience.dynamics.com/.../

  • Ivan Maltsev Profile Picture
    Ivan Maltsev on at
    RE: Marketing email automatic response send to "From" user rather than "Reply To" user

    Hello, Amey

    Thank you for your question.

    Automatic replies are designed that way, that it should go to the Return-path address, not Reply-to.

    It is designed and  written into RFC3834 standard for the whole email industry.

    As per RFC3834 paragraph 4 says:

    Where to send automatic responses (and where not to send them)?

      In general, automatic responses SHOULD be sent to the Return-Path field if generated after delivery.  If the response is generated prior to delivery, the response SHOULD be sent to the reverse-path from the SMTP MAIL FROM command, or (in a non-SMTP system) to the envelope return address which serves as the destination for non-delivery reports.

    The Reply-To field SHOULD NOT be used as the destination for automatic responses from Personal or Group Responders.  In general, this field is set by a human sender based on his/her anticipation of how human recipients will respond to the specific content of that message.

    So in short, reply-to address is not used for automatic replies.  This email header serves only for human replies - so that you may test and make a manual reply to that email - and it will go to reply-to address.

    For more detailed information you may want to check full RFC3834 standard document. It is publicly available in the internet.

    For your case I can suggest one of the following solutions:
    1) You may set up custom filtering rule on your inbound mail server/your CEO mailbox that would be catching and redirecting all automatic replies sent to your CEO and forwarding them to the email address that you want to receive those emails.
    2) Second way is somewhat more complicated. You may create a custom email address or email alias on your mail server, that would represent your CEO, but will not be connected directly to his actual email address. You may us this customer email address for sending you email campaigns. With that way you will have a dedicated email address that would collect all replies and autoreplies without sending them to your CEO email address.

    Hope you will find this information helpful

  • Ute Brynda Profile Picture
    Ute Brynda 10 on at
    RE: Marketing email automatic response send to "From" user rather than "Reply To" user

    Hi Preeti, Hi Amy,

    any update regarding this issue? We are currently facing the same trouble with a customer. I was just about to raise a ticket with MS support.... Would be thankful for an information.

    Thanks,

    Ute

  • Verified answer
    Preeti Rana Profile Picture
    Preeti Rana on at
    RE: Marketing email automatic response send to "From" user rather than "Reply To" user

    Hi Amy,

    Thank you for submitting the idea. Would you mind sharing the ticket number with us on d365mktcomm@microsoft.com to follow up? 

    Regards,

    Preeti Rana 

  • cloflyMao Profile Picture
    cloflyMao 25,202 on at
    RE: Marketing email automatic response send to "From" user rather than "Reply To" user

    Hi Amey,

    Thanks for submitting the idea!

    Regards,

    Clofly

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