Email Services Configuration – Reply & Forward Settings

PostedApril 6, 2025

UpdatedApril 8, 2025

ByMukesh Kumar

Modified on: Tue, 23 Jul, 2024 at 7:44 AM

What are Reply & Forwarding Addresses?

Reply & Forwarding Addresses are configurations that allow you to manage how emails are received and processed within your account. By using forwarding addresses or BCC (blind carbon copy), you can receive copies of emails sent to your account, ensuring you stay up to date with important communications. Reply tracking is also an integral part of this setup, allowing you to track and manage responses to emails more effectively.

Where to Find Reply & Forward Settings

To find the settings for Reply & Forwarding Addresses, follow these steps:

Navigate to your desired location.
Click on Settings.
Go to the Email Services section where you can configure and manage the reply and forwarding addresses.

Forwarding Address

When a lead replies to an email, their response will always appear in the Conversations tab. However, if you’d like a copy of that response to be sent to another email address, you can configure a Forwarding Address. This allows you to forward the lead’s email response to one or more additional email addresses.

You can enter multiple forwarding email addresses by separating them with commas, e.g., email1@test.com, email2@test.com, email3@test.com.

Important: Please note that Forwarding Addresses and BCC Emails only function when using Mailgun and LC Email. Other SMTP providers are not supported for this feature.

Also, keep in mind that all incoming and outgoing emails (including To, CC, and BCC) will incur charges.

Reply Address

You now have the option to add a Reply-To Address. When this is set, all incoming emails will be directed to the specified email address instead of appearing in the Conversation tab.

Important: If you respond to a lead’s email outside of the CRM (from your inbox), your reply will not sync back to the CRM.

You can add up to 5 email addresses for the Reply-To Address.

To set this up, navigate to Settings > Email Services > Reply & Forward Settings > Reply Address.

Make sure to click Save once you’ve entered your desired Reply-To Address.

BCC Emails

You can configure your system to receive a Blind Carbon Copy (BCC) of every email sent from that location. This allows you to keep track of outgoing emails without them appearing in the conversations.

To set up BCC Emails, go to Settings > Email Services > Reply & Forward Settings > BCC Emails.

Forward to Assigned User

When a lead replies to an email, the assigned user for that lead will receive the email response directly in their inbox. The email will be sent to the address specified for that user in Settings > My Staff > Edit User > User Info.

Enable Reply Tracking – Other SMTP Providers

Reply tracking cannot be enabled for Mailgun directly since it is integrated with the receiving route setup in Mailgun. For more information on how to set up replies in Mailgun, click here.

If you use a masked sender email (e.g., testing@gmail.com), the reply-to address will be displayed as testing@replies.subdomain.com, which is the Mailgun subdomain configured for your location in Agency Settings > Mailgun.

Even with this setup, replies will still be routed and appear correctly in the sub-account’s Conversation tab.

Example with Reply Tracking

The highlighted email shown in the screenshot below represents the reply-to email address. This allows us to capture email replies back into the Conversation tab, where we can read them, manually respond, or trigger a response using tags, etc. This is one of the limitations when using SMTP integration.

IMPORTANT: Email replies will only be captured in the Conversation tab if we reply to the email sent directly from the system. If we manually copy the highlighted email and initiate a new email thread, we will not be able to get the replies back into the Conversation tab.

Example Without Reply Tracking

The highlighted email shown in the screenshot below represents the reply-to email address. In this case, we will not be able to capture email replies back into the Conversation tab. However, the responses will be directed to the configured sender email address in the inbox instead.

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Frequently Asked Questions

Q: Why don’t the attached files get forwarded along with the email replies?
A: The forward settings in the Email Services tab do not support forwarding attachments. If a contact replies with an attachment, you will need to log into the HighLevel conversation view to view it.

Q: Why do the forwarding emails I added disappear after attempting to save?
A: This may happen if the email addresses are invalid, or if they conflict with any dedicated domains that have been added to your sub-account.