topic Re: Send reply to "Reply to" address rather than "From" address in Tickets & Conversations

Send reply to "Reply to" address rather than "From" address

grafpaper — Fri, 21 Jul 2023 19:19:33 GMT

Hi there,

We run hotels and rely on Airbnb for bookings. We have all the airbnb notifications sent, via email, into the Hubspot inbox.

Here's what comes into the connected Gmail account:

from: Airbnb <express@airbnb.com>
reply-to: "Allison (Airbnb)" <0zfeut7aibna1sye373@reply.airbnb.com>

Here's what comes into the Hubspot inbox:

To: name@company.com

From: Airbnb <express@airbnb.com>

Date:Fri, Jul 21, 2023 1:02 PM

When I reply in the Hubspot inbox, it replies to "express@airbnb.com", not "0zfeut7aibna1sye373@reply.airbnb.com".

Is there a way to get replies to go to the "Reply To" address and not the "From" address?

Re: Send reply to "Reply to" address rather than "From" address

BérangèreL — Mon, 24 Jul 2023 08:53:15 GMT

Hi @grafpaper,

Thank you for reaching out to the Community!

I can see that you are trying to edit the "reply to" address in the Conversation inbox.

I'd like to invite a couple of subject matter experts to this conversation @Jnix284, @Mike_Eastwood and @Bryantworks do you have any idea if this can be achieved to help @grafpaper, please?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you and I hope you have a lovely day!
Bérangère

Re: Send reply to "Reply to" address rather than "From" address

JGilroy — Wed, 09 Aug 2023 09:16:51 GMT

Hi,

This was also raised in Feb 22 (https://community.hubspot.com/t5/Tickets-Conversations/Can-t-see-the-Reply-To-Address-in-Hubspot-Service/m-p/579202)

We receive a lot of emails from agents/partners that have a different reply-to email address - currently we are not able to reply to these directly in HubSpot and have to break the workflow by going directly from the sales team outlook account.

Also, this completely ruins efforts to automate replies using specific worfkflows, and am shocked that such a feature has not been addressed.

Perhaps one of the "experts" can kindly reply and advise on a solution.

Thanks,

Re: Send reply to "Reply to" address rather than "From" address

BérangèreL — Wed, 09 Aug 2023 11:35:43 GMT

Hi @JGilroy and @grafpaper,

I hope that you are well!

Could you please share a thread example (without sensitive/confidential information) in your inbox to confirm the behavior?

Are you just replying or doing "reply all", please?

You should be able to manually reply and adjust the "to address" when composing your reply.

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

I also wanted to invite a couple of subject matter experts to this conversation @danmoyle, @OPerek-Clark and @Josh do you have any suggestions on this, please?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thanks and have a nice day!

Best,
Bérangère

Re: Send reply to "Reply to" address rather than "From" address

danmoyle — Wed, 09 Aug 2023 16:56:04 GMT

Thanks for the tag @BérangèreL. I haven't encountered this question before, so I'm not sure how to pull a reply to email from a sender that isn't the sending email. I'll do some research and if I find anything, I'll share with @grafpaper here.

Re: Send reply to "Reply to" address rather than "From" address

grafpaper — Thu, 10 Aug 2023 14:59:22 GMT

See screenshot below for an example:

If I reply from within the Hubspot inbox, the reply goes to "express@airbnb.com" and then bounces back. As you can see from the Gmail screenshot below, the reply email should be addressed to "3m924rqtm36wd54il92e10tnuXXX@reply.airbnb.com"

It's not possible for our agents to find this "reply to" address and manually type it into Hubspot as they don't have direct access to the Gmail inbox by design.

Re: Send reply to "Reply to" address rather than "From" address

BérangèreL — Mon, 14 Aug 2023 11:25:20 GMT

Hi @grafpaper and @JGilroy,

I hope that you are well!

Thank you for the additional information and screenshots! Also, thanks @danmoyle for your contribution 🙂

I checked for you and for the moment this is not possible.
I have found this similar idea already submitted: "Conversations Inbox Emails to Auto-Recognise Sender's Reply-To Email Address Instead From Address".

I'd recommend supporting the Idea with an upvote and explaining your use case in the comments.

Our product team uses that forum to collect ideas on how we can improve the product for our customers.

Product pays particular attention to the top voted ideas & takes them into consideration along with other feedback channels as well as their own vision to understand what features will be most valuable.

Thank you and have a great day!

Best,
Bérangère

Re: Send reply to "Reply to" address rather than "From" address

danmoyle — Mon, 14 Aug 2023 12:47:35 GMT

Thanks for the confirmation and additional link @BérangèreL !