Major issue for us also. Emails from our shopify contact form have the customer’s email in the reply-to field but hubspot sets the address to the one shopify sent the email from.
Any updates here @liangsj ?
Please implement this. We should be able to reply to the address in the Reply-to: field of emails.
Carzy to me that this is not a feature of hubspot. Needs to be addressed.
+1, causing massive issues fro my customers
This thread is 4 years old… Come on Hubspot fix this.
Hi everyone!
As HubSpot aren’t fixing this issue themselves, we’ve managed a workaround using a plugin (paid, but not overly expensive) and some custom code in a workflow (only available in Ops hub I think…).
We were getting this issue for internal copies of an order confirmation generated by our website (sender: us, reply-to: customer email), thankfully all following the same format. Annoyingly as an internal email was the automatically associated contact, it means that we as a company were also the associated company.
Our workflow follows the below steps:
1. Code to parse an email string
2. Copy email address to custom ticket property
3. Remove contact association via plugin
4. Remove company association via plugin
5. Via plugin, update the associated contact to the correct email.
The plugin we use is Unassoci8 by Hapily (I’m not affiliated!), and it’s 3 uses for every ticket we need to do this for, but it’s better than not being able to do it at all.
Here’s the code (Node.js 20.x) if anyone wants to use it
source_property = Ticket name
content = Ticket description
// Define input and output schema
exports.main = async (event, callback) => {
const content = event.inputFields[‘content’];
if (content) {
// Example: Extracting email using a regex pattern
const emailPattern = /[a-zA-Z0-9._%±]+@[a-zA-Z0-9.-]+\.[a-zA-Z]{2,}/g;
const emails = content.match(emailPattern);
// Assuming you want the first matched email or null if no match
const emailString = emails ? emails[0] : null;
// Return the result
callback({
outputFields: {
‘target_property’: emailString
}
});
} else {
// Handle case where content is not provided or is invalid
callback({
outputFields: {
‘target_property’: null
}
});
}
};
Hopefully HubSpot updates this one day as it’s so frustrating having to pay for external plugins on an already very expensive platform.
I’d also like to request this. The reply-to details completely disappear from messages at the moment, which means replies go to the wrong address and bounce.
We need Hubspot to allow the reply-to setting to work in the conversations inbox so that we can reply to customers on order confirmations. Right now we are wasting valuable time with each order having to change the reply address when confirming orders with customers.
Hi Everyone!
Please go ahead and upvote this idea and comment on any additional features you would like to add to it! The more upvotes the idea post has, the better the likelihood of it getting implemented 
We desperately need this functionality as well - the conversations tool is almost useless for us without it.
All our booking forms are received with “reply to” adress. Using hubspot inbox with those end up replying to ourselves… unless manually changing the recipient adress. Pain in the b.
This is an issue for us too.
We are sending into the HubSpot Inbox requests that come through a Typeform, and HubSpot is not reading the reply-to field configured in Typeform to be the requester’s email, so there is no way to reply to the customer without manually intervening.
HubSpot team: any news on fixing this bug?
I think that this feature would be very important as there are many use cases for it. We hope that it will be implemented as soon as possible.
Custumer Support here
This would be a really usefull feature!
This option is indeed needed and would be useful.
This option would be very helpful.
We are disappointed this is still an issue - this feels like basic ticketing functionality. Can someone from the Hubspot team articulate why this isn’t being worked on?
Upvoting this, guzs this is 2022 come on!
standard functionality not working. Basics.