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How to get email replies into the right inbox (forwarding, reply-to and BCC)

Go to Settings › Email Services › Reply & Forward Settings. Enter a forwarding address to get a copy of replies in your inbox, a reply address to route replies away from Conversations, or a BCC address to get a copy of everything you send. Click Save when done.

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Before you start

  • You need access to Settings › Email Services.
  • Forwarding and BCC only work with the Elooo CRM email service. With your own SMTP, these two options are not available.
  • Decide what you want: a copy of replies (they stay in Conversations) or to route replies to an external inbox (they stop appearing in Conversations).
Where to find it

Settings › Email Services › Reply & Forward Settings

Step by step

Get a copy of replies in your inbox

  1. In the left menu, open Settings and click Email Services.
  2. Open the Reply & Forward Settings tab.
  3. Under Forwarding Address, enter the email that should receive the copy. For several, separate them with commas (e.g. sales@company.com, info@company.com).
  4. Click Save.
  5. From now on, every contact reply appears in Conversations and is also copied to those addresses.

Send replies to the contact's assigned user

  1. On the same tab, turn on Forward to Assigned User.
  2. The reply goes to the email that user has under Settings › My Staff › Edit User › User Info. Make sure it is correct.
  3. Click Save.

Route replies to an external inbox (reply-to)

  1. Under Reply Address, enter up to 5 addresses.
  2. Click Save.
  3. Keep in mind: with a reply address set, replies go to that inbox instead of appearing in Conversations, and anything you answer from the external inbox is not recorded in Elooo CRM.

Get a copy (BCC) of everything you send

  1. Under BCC Emails, enter the address that should receive the blind copy.
  2. Click Save.
  3. BCC applies to one-on-one emails, workflow emails and billing emails. It does not apply to bulk sends or campaigns.

If you send through your own SMTP: enable reply tracking

  1. On the same tab, turn on Reply Tracking.
  2. With tracking on, the reply-to field of your emails becomes a system address and replies flow into Conversations.
  3. With tracking off, replies go straight to the sender's inbox and do not reach Conversations.

Tips

  • For most businesses, the best setup is to keep replies in Conversations and use forwarding only as a backup copy.
  • The contact must reply to the original email. A brand-new email written directly to the system reply address will not land in Conversations.
  • If you want to use your own Gmail or Outlook mailbox as a channel, see the article on connecting your mailbox.

Common problems

  • Customer replies stopped showing in Conversations → You have a Reply Address set, or you send through your own SMTP with Reply Tracking turned off. Remove the reply address or turn tracking on.
  • The addresses I entered disappear after saving → The address is invalid or conflicts with a dedicated sending domain in your account. Use a different address.
  • The forwarded reply arrived without the attachment → Forwarding does not carry attachments. Open the thread in Conversations to download the file.
  • I set a forwarding address and receive nothing → This option only works with the Elooo CRM email service, not with your own SMTP.

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