Replies
The Replies page lists the replies your contacts send back to your emails, newest first, with who sent each one, its subject, what they wrote and when it arrived.
Replies only reach this page when they come back to EmailElement. That means the Sender Domain the email went out from has its Reply-To Domain set up, with the MX record pointing at the Mail Server shown beside it. A Sender Domain that sends replies to an address of your own keeps them in that mailbox, and they never appear here. Setting it up is covered on Advanced Options.
Instructions
- Click Replies in the left menu. The page opens on This Week.
- Choose a period at the top right: Today, This Week, Last 30 Days, Last 60 Days, Last 90 Days, or Custom Range to pick your own dates and click Apply. The list reloads for the period you choose. Replies are kept for 11 months, so a range cannot start earlier than that.
- Read the list. Each row shows the Contact, then the subject in bold followed by the start of the message, then the date it was Received. Scroll down and older replies load as you reach the bottom.
- Click the arrow at the start of a row to read the whole reply. Click it again to close it.
- Filter by contact with the funnel icon on the Contact column. It lists everyone who replied in the period. Tick the contacts you want and click Filter. Clear brings every reply back. The filter stays in place when you change the period, still naming the contacts you picked before. If none of them replied in the new period the list is empty, so open the funnel again to pick from the new period's contacts.
- Click Refresh to pick up replies that have arrived since the page loaded.
What a reply shows
- The text is plain text. Formatting, images and attachments are not kept, and anything that looks like HTML shows exactly as it was typed.
- Up to 4,000 characters of each reply are kept. A longer reply is cut off at that point.
- Only what the contact wrote is kept. The earlier email their mail program quoted underneath is trimmed off, and a reply that is nothing but that quote is not recorded at all.
- A reply that cannot be matched to a contact is still listed, with the Contact left empty. It is not in the contact filter's list. Ticking a few contacts hides it, while ticking most of them and leaving a few unticked keeps it showing.
Limits
- The contact filter lists up to 2,500 contacts, the most recent repliers first. Replies from anyone past that are not in the list, so unticking contacts never hides them.
- When more than half the boxes are ticked, the filter works from the unticked contacts instead of the ticked ones. Either way it can name at most 200: ticking 200 or fewer works, and so does leaving 200 or fewer unticked. Anything else is refused with a warning.
- Select All clears the filter.
Who can see what
A user without access to contact email addresses, such as a Restricted user, sees the subject and date of each reply but not the contact, the text or the contact filter. Roles are covered on User Roles.
Related pages
- Replies Walkthrough — every step with screenshots
- Advanced Options — setting up the Reply-To Domain so replies come back to EmailElement
- Contact History — everything else recorded for one contact
- Reports — reply counts alongside the rest of your sending