Setup Reply Mail Management in Email Studio Admin:
*Note: You must complete DNS Record redirect to the Marketing Cloud before Reply Mail Management can be activated.
If the DNS Record redirect has been completed by your team but you are still not sure about Reply Domain and Email Reply Address, reach out to support. They will let you know the details of your SAP.
Mostly Reply Subdomain is: reply.XYZ.com ( where xyz.com is your SAP domain )
Mostly Email Reply Address is: reply@reply.xyz.com (where xyz.com is your SAP domain)
Fill in the Reply Domain and Email Reply Address and Save.
Create a sender profile:
Your Email Reply Address setup in RMM as From Email here.
Check the checkbox which says “Use Custom settings below”
Choose an email from the list where you can forward the reply email. Use any general support email here.
Check the checkbox which says: “Forward using triggered send” and use the Triggered send definition we would create in the next step.
Create a triggered send in interactions in the email studio:
Create an email to be used in the triggered send and use the personalization string: _replycontent in this email
_replycontent would contain the response we receive from our subscribers and we would send an email with this response to respective support reps (order@xyz.com, Payment@xyz.com, billing@xyz.com) based on the Keyword (Order, Payment, Billing) we have in the reply email.
Triggered Send would forward the response email receive to the General Support Inbox we set up in the RMM, but in the CC of this triggered send, we would use the Ampscript to get the specific support reps email address in the CC of triggered send.
Use the below Ampscript in the CC Email Address of the triggered Send definition:
%%[ var @S for @S = 1 to 3 do ]%%
%%[
Set @reply = _replycontent
Set @RepID = Lookup("RepInfo","RepID","S",@S)
if IndexOf(@reply,@RepID) >= 1 then ]%%
%%=Lookup("RepInfo","RepEmail","RepID",@RepID)=%%
%%[endif]%%
%%[ next @S]%%
Save the Triggered Send Definition, Publish it and Start it.
Create a data extension containing the support Reps email. Like this :
Testing:
Do an email send to yourself using the Sender Profile we created above.
Send a reply back to the email once you receive it in your inbox.
An example response here:
———
Hi Team, I need assistance with (Payment/Order/Billing) , Can anyone help me with this.
—–
So, now if you would use the Payment Keyword in the response email, it would be forwarded to our Payment Support Reps Email Address Payments@xyz.com and likewise for other keywords.
Thank you.
