TABLE OF CONTENTS
- Forwarding Address
- BCC Emails
- Forward to assigned user
- Enable reply tracking
Go to Settings -> SMTP and Mailgun Service
Forward to assigned user
Limitation if you are using an SMTP provider like Outlook, Gsuite, Sendgrid, etc:
When a lead replies to the emails sent from HighLevel, it comes back to the conversation tab, the system then attempts to forward the response email from the lead’s email address (masking)
We are essentially using your SMTP using the lead’s email as the sender email. So it gets flagged because the from email is the lead’s email and not yours during the forwarding process.
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 I mask the sender email like email@example.com, the reply-to address will show as firstname.lastname@example.org, which is the Mailgun subdomain we set up for the location in agency Settings-> Mailgun. Replies will still appear correctly in the HL location 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.
Note that 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.