This guide explains how to define which internal email addresses (staff) will receive customer replies when starting a new conversation.
Step-by-step procedure
1. Start a new conversation
- In the left sidebar, click the New Message button (icon
+). - From the dropdown menu that appears, select the type of message you want to send (e.g., Email).
2. Fill in the initial details
- The new message composition screen will open.
- Fill in the required fields such as Select recipient and Conversation subject.
3. Set the addresses for replies (Reply-To)
- Locate the field labeled Receive replies at.
- This field, which supports multiple selections, shows the default email addresses that will receive the customer's replies. By default, it includes the addresses of the Main mailbox and, if different, the Personal mailbox of the user sending the message.
4. Modify the Reply-To list
- Click on the Receive replies at field to view and edit the list of selected addresses.
- To remove an address: Click the "X" next to the name of the address that should not receive replies.
- To add an address: Type the desired email address directly into the field and select it or press Enter to add it to the list.
5. Send the message
- After setting the reply recipients, write the content of your message.
- Click the Send button (icon
fas fa-paper-plane) to start the conversation.
Once sent, any customer reply to this conversation will be delivered to the addresses specified in the Receive replies at field.
