This post is focused on the specific use of Reply Mail Management in the Email Studio module within Marketing Cloud. If you are not yet familiar with this Marketing Cloud module, we invite you to read the following article, which discusses in depth what Email Studio is: Email Studio in Marketing Cloud: what it is and what it offers . On the other hand, if you are not yet familiar with the Marketing Cloud platform or some concepts about it are not clear to you, you can visit the following article to familiarize yourself with it and find out What is Marketing Cloud? The Salesforce Digital Marketing Hub .
Reply Mail Management: What is it?
When we talk about Reply Mail Management (or RMM) we are referring to the ways we handle responses to emails sent through Marketing Cloud. These responses occur automatically once Reply Mail Management is set up and include auto-responses and unsubscribe requests that we receive in response to emails already sent. In addition, Marketing Cloud allows us to resend automatic emails when a third-party review is required.
The first step in setting up and using Reply Mail Management is to create a specific email address for replies, called a “reply-to address” . Once this address is created, when it receives an email, RMM applies a series of matching rules to determine whether the email is an “out of office” reply, an automatic reply or an unsubscribe request and acts on the message according to the previously configured characteristics.
The Reply Mail Management system also acts on these functions:
Forward an email to different users depending lithuania phone number library on the circumstances surrounding the email received.
Create an auto-response and control the content of that auto-response message.
In the following image you can see a diagram of how RMM works in Marketing Cloud:
Options to consider during the configuration process
When setting up the configuration for the Reply Mail Management option, you should be aware of and take into account the following options:
Email Display Name - This is the name that appears when the subscriber responds to emails sent by the company. Ideally, a corporate name is used in the case of a general email address, or the name of a company employee is also possible.
Reply Subdomain . The subdomain is the part of the URL that points to Marketing Cloud auto-response rules. If your company has an email address with the following structure [email protected], you must create a subdomain that contains this structure, such as email.example.com or reply.example.com .
Email Reply Address . Basically this option allows you to configure the email address that will appear to your subscriber in the communications they receive. It is important to establish a specific email address for this, such as: [email protected] . Although this address is not a valid email address in itself in most cases, it does not matter since the address manages the response through the RMM with the different sender profiles created.
DNS Record Redirect Complete - Before enabling this option and configuring RMM, the Domain Name System (DNS) record must be completed. This process requires technical assistance from your ISP and Marketing Cloud representative.
Reply Mail Management Settings
The RMM configuration process is a simple process, but it needs to be done in a certain way. The process comprises three general parts:
Specify a reply subdomain (as noted above).
Request appropriate DNS changes from your ISP and Marketing Cloud representative.
