I have a problem with the Message-Id header. It seems to change every time I send or receive a reply, which prevents Hubspot from tracking the responses.
A Hubspot Support Team Member said:
So the reason for this is it appears the you are using Amazon SES or Workmail which has a built in feature where the message ID of the email changes when it's sent to the recipient. Because of that, we are unable to reliably identify incoming emails as replies since the In-reply-to and Reference headers do not contain the message ID of the original email we provided to Amazon. The Sequence tool, however, does unenroll anytime the user receives an incoming email from the contact regardless of whether it's a reply or not.
But after contacting AWS, they told me that `The Message-ID header is a unique identifier for each email and is intended to change for each new email or reply, as per the Internet Message Format standard (RFC 5322). This is a standard behavior across all email systems, not just Amazon SES, to ensure the uniqueness of each email message.`
So it’s not really a SES problem? What does Sendgrid do differently from SES, since it works perfectly as a relay on our mail server?
I appreciate your help!
Hey, @RRSHKR Thanks for reaching out. This is a challenging one for sure. Based on my read of things, both answers are accurate. And don’t get you to a resolution.
I have another diagnostic question that might get us moving again or help rule out one more variable:
Have you checked the headers of an email thread sent through Amazon SES and another sent through SendGrid, and see if there’s a difference in how they handle the In-Reply-To and References headers?
I ask because I wonder if there is a difference in the way the original Message-ID in the In-Reply-To or References headers are maintained when a reply is sent. My goal is to keep you out of a frustration-loop between support teams.
Thanks for giving me the opportunity to dig into this. I found that for emails sent using Sendgrid relay, the Message-Id looks something like this (packed with numbers):
Any ideas on how to maintain the Message-Id in References and In-Reply-To when a reply arrives? I’m only using SES for sending, not receiving (I know they have an incoming mail feature), but we have our own MX.
Thanks!
Hi, @RRSHKR. I don’t have the answer, to be honest.
You could reach out to Amazon SES support with this specific information and ask if there’s any configuration that would ensure the original Message-ID is preserved in the In-Reply-To and References headers when a reply comes in.
Additionally, although you mentioned you’re using your own MX for receiving emails, it might be worthwhile to check if any settings on your mail server could be affecting these headers.
I hope this helps you get a step closer. Or helps rule out a few more potential causes.
Thanks for giving me the opportunity to dig into this. I found that for emails sent using Sendgrid relay, the Message-Id looks something like this (packed with numbers):
Any ideas on how to maintain the Message-Id in References and In-Reply-To when a reply arrives? I’m only using SES for sending, not receiving (I know they have an incoming mail feature), but we have our own MX.
Thanks!
Thanks for reaching out. This is a challenging one for sure. Based on my read of things, both answers are accurate. And don’t get you to a resolution.