Here are a few additional configurations that you can use to receive copies of the Emails that you get in your account using a Forwarding Address or BCC. Reply Tracking is also elaborated. 

Covered in this Article:

How to Configure Email Services?

Forwarding Address

BCC Emails

Forward to assigned user

Enable Reply Tracking

When reply tracking is enabled:

When reply tracking is disabled:



How to Configure Email Services?


Once you are in the location, click on Settings -> Email Services



Forwarding Address


 If a lead responds to an email, that response is always going to show up in Conversations tab, however, if you want a COPY of the lead’s email response to go to someone’ email, you could put in that email address there.


Please Note

You could enter multiple forwarding email addresses here separated by a comma, e.g. email1@test.com, email2@test.com, email3@test.com






When you reply to the leads' email in your inbox outside HL, your reply will not sync back to the CRM.





BCC Emails


You will receive a Blind Carbon Copy every email that goes out from that location.



Forward to assigned user


The assigned user of the lead will receive the email replies in their Email Inbox.




Enable Reply Tracking


There's not an option to enable reply tracking for Mailgun since it's directly integrated with the Receiving route set up in Mailgun. Learn more about How to setup Replies in MailGun here.


If you mask the sender email like testing@gmail.com, the reply-to address will show as testing@replies.subdomain.com, which is the Mailgun subdomain we set up for the location in agency Settings-> Mailgun. Replies will still appear correctly in the Sub-account's Conversation tab. 



When reply tracking is enabled:


The highlighted email shown in the screenshot below will be the reply-to email address. So we can capture the email replies back into the Conversation tab to read, manually respond or trigger a response using tags, etc. This will be the limitation of using SMTP integration. 


Please Note 

We are not able to get email replies back to the Conversation tab if we copy the highlighted email below and send a direct email/ initiate a new email thread with it. We will need to reply to the email sent from the system.







When reply tracking is disabled:


The highlighted email shown in the screenshot below will be the reply-to email address. We will not be able to capture the email replies back into the Conversation tab. But responses will be going to the configured sender email in the inbox.