Conversations Inbox Emails to Auto-Recognise Sender's Reply-To Email Address Instead From Address
Hello, (Submitting on behalf of customer)
Currently, the Conversations Inbox takes the from address e.g. team@example.com but the reply-to email address set in those emails are james@example.com. However, HubSpot only recognise the from address and one cannot reply the email directly to james@example.com but one will have to reply to team@example.com.
It will be great if we can detect this and when one clicks on reply, it will reply to the intended recipient (e.g. james@example.com).
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It's realy bad this is still happening in HubSpot!
This is a real basic feature that should have in there from the start.
When you send out forms you have to use the same (server/site) domain otherwise it will be seen as spam on 99.9% of al recipient mail servers. HubSpot should embrace this and always see the reply-to address as contact email address, connect it to the contact and reply to that address.
Guys this is basic for any ticket system! Shame on you that it isn't!
I completely agree. I spent several hours trying to get reply-to emails to work only to be told by support that Hubspot doesn't recognize reply-to addresses. This is standard email protocol and should be supported. Competitors to Service Hub (such as Zendesk) do not have this limitation.
I just reported this to Hubspot after troubleshooting months of lost emails in the "Conversations -> Inbox" functionality with a specific customer. Hubspot confirmed that they don't support reply-to and I was told to upvote it here.
It's unfortunate that this is not viewed by them as a bug. We will have to start looking for another CRM tool.
I can't believe this still isn't added. We have customers email us purchase orders. If we reply it goes to a generic message service and gets lost. I have to log into our email client, get the reply to address from there and then send the email. It's crazy.
This was a popular idea on this forum previously but when I went to see if it had been updated, the idea has been archived "to ensure the information and answers you find throughout the Community are relevant and correct". It's still a problem so I don't see how it's neither relevant nor correct.
Still asking for this after 3 years. We need this badly as well, for proper customer communications - we have a special reply-to address that our incoming sms to email uses, otherwise we simply can not reply.
We desperately need this, as expanding the header of the sender, doesn't even show the correct reply-to e-mail address. For instance, a message received gets sent from noreply@ and contains the correct message-id@ address, which isn't shown in HubSpot. Having to copy it from another e-mail client. And it is unfeasible to give everyone access to the support mail address, to retrieve the address from.
This is a relatively large problem for us... we're a hotel and we use the inbox to centralize communication from the Online Travel Agencies (e.g., Booking.com, Airbnb, Expedia, Hostelworld, etc.).
Most/all of them reply on a reply-to address to allow us to reply via email. Our guest service agents have to manually log in to each of these platforms to reply rather than simply replying from within hubspot... which sort of defeats the purpose of having the consolidated inbox.
This is a major issue & needs to be fixed - basic functionality as many others have said!
We can get 40k conversations into a single inbox per month but HubSpot thinks that we are the contact for all of them because it doesn't recognise "reply to" fields!
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.
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