Use email response settings to specify what happens when a contact replies to an email, requests to be opted out, or changes their email address.

In Email response settings, you list all the email addresses to which email responses are sent from your Campaign organization. You can list email addresses that handle replies, opt-out requests, and change of address requests from contacts who respond to your emails.

Email headers are usually used to see information such as who has sent and received a message, where the message has passed through a server, and what kind of errors may have prevented the email from reaching its intended destination. This is true for all emails and is not unique to emails sent using Acoustic.

Email headers also contain the bounce VERP (Variable Envelope Return Path) and this is what makes replies to unsubscribe work therefore, replies will always include headers. You can search the web for more information about headers.

The columns in the email response settings table have the following meaning.

Domain - Acoustic Campaign Provisioning adds the reply domain.

Automated Reply - Displays the attached email that Acoustic Campaign automatically sends when a contact replies to a specific domain, if an email is selected.

Fwd Replies - Displays 'Yes' if this setting is turned on to send an automated response for replies. Displays 'No' if this setting is turned off.

Fwd Opt Outs - Displays 'Yes' if this setting is turned on to forward opt-outs to a different email address. Displays 'No' if this setting is turned off.

Fwd Change of Address - Displays 'Yes' if this setting is turned on to forward Change Address requests to a different email address. Displays 'No' if this setting is turned off.

Configure email response settings

Select this option to have Campaign automatically send an email if a contact replies to your email.

1. Go to Settings > Organization settings > Email response settings.
2. Select a domain.
3. Click Edit.
4. Automated Response (Optional) - Click Select email to choose an autoresponder.
5. Forward Replies - If you want to send responses to the email address provided in the Forward to Email Address field, select this option.
6. Forward to Email Address - Enter an email address that receives replies (when you select the Forward Replies option).
7. Subject - Type the subject name of the forwarded email.
8. Delivery Options - Select the method in which the emails are sent.
   1. Attachment
   2. Inline, directly within the body of the email
   3. Preserve encoding, which uses an attachment and preserves the language encoding of the reply.
9. Click Save.

Set the email address for the forward change of address setting

Select this option to send your emails to a specific email address that is specified in the Forward Change of Address setting.

1. Go to Email response settings under settings.
2. Select a domain.
3. Click Edit and complete the fields as follows.
4. Forward to email address - Enter an email address that receives your emails (when you select the Forward Change of Address option).
5. Subject - Type the subject name of the forwarded email.
6. Delivery options - Select the method in which the emails are sent.
7. The following options are available.
   1. An attachment
   2. Inline, which is directly within the body of the email.
   3. Preserve encoding, which uses an attachment, but the language encoding of the reply is preserved.
8. Click Save.

Set the email address for opt-out requests in the forward to email address setting

You can specify an email address for opt-out requests in the Forward to email address setting.

1. Go to Email response settings under Settings.
2. Select a domain.
3. Click Edit.
4. Complete the fields as follows.
   • Forward to email address - Enter an email address that receives opt-out requests (when you select the Forward Opt Outs option).
   • Subject - Type the subject name of the forwarded email.
   • Delivery options - Select the method in which the emails are sent.
5. Send options are as follows.
   1. As an attachment
   2. Inline, which is directly within the body of the email.
   3. Preserve encoding, which uses an attachment, but the language encoding of the reply is preserved.
6. Click Save.

Reply handling settings

After reply handling is configured, replies generated by your emails are forwarded to the email address you specified as the Forward to Email. When you capture these responses, you can process and reply to the responses. You can also download the responses from your single email report.

Note: Make sure that you have created a custom email autoresponder and your reply domain is provisioned.

Here's how you set up reply handling and forwarding:

1. Go to Settings > Administration > Organization settings > Email response settings.
2. Check the box next to your reply domain.
3. Click Edit. You have three forwarding options.

• Replies - Replies can be forwarded to a valid email address. You can also set up an autoresponder.
• Opt-out request - Valid opt-out requests can be forwarded. Also, opt-out reply handling detects keywords such as 'Opt Out', 'Remove Me', 'Unsubscribe', or even 'stop sending' and automatically opts out these contacts.
• Change of address - The change of address handling detects keywords relevant to change of address requests. You can forward the request to a valid email address to then know that you need to update the email address in your database.

Reply forwarding

To set up reply forwarding, take the following steps.

1. Go to Replies under Email response settings and select Forward replies.
2. Enter a valid forwarding email address in Forward to Email Address. Only one email address is allowed.
3. Enter subject.
4. Select one of three delivery options, attachment, inline or preserve encoding. Optional: To enable an autoresponder, check Send Automated Response for Replies, and then click Select email to select your custom autoresponder email.
5. Click Save.

Opt-out requests

To set up opt-out handling, take the following steps.

1. In Opt out requests under Email response settings, select Forward replies.
2. Enter the forwarding email address in Forward to email address. Only one email address is allowed.
3. Enter the subject.
4. Select one of three delivery options, attachment, inline or preserve encoding.
5. Click Save.

Change of address

To set up change of address handling, take the following steps.

1. In Change of address under Email response settings, check Forward replies.
2. Enter a valid forwarding email address in Forward to Email Address. Only one email address is allowed.
3. Enter subject.
4. Select one of three delivery options, attachment, inline or preserve encoding.
5. Click Save.

Note: Some email clients or firewall settings can misinterpret the reply handling delivery and can cause forwards and replies to be denied.

You can use personalization substitution in the Subject field, which copies the forwarded email's From Name and Subject Line.

Example subject lines for each option

• Acoustic Campaign Reply - %%FROM_NAME%% - %%REPLY_SUBJECT%%
• Acoustic Campaign Unsubscribe - %%FROM_NAME%% - %%REPLY_SUBJECT%%
• Acoustic Campaign Change of Address - %%FROM_NAME%% - %%REPLY_SUBJECT%%

These personalization tokens add who replied and what the subject was to the email.

Note: You cannot retrieve an attachment that was sent through reply handling. Reply handling allows only the reply to be an attachment in the response. Reply handling does not forward an attachment of any kind. Acoustic Campaign strips out attachments and does not pass them along.

Note: The reply to address cannot be personalized because email whitelisting is enabled. Valid reply handling domains are listed in your organization setting.