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July 15, 2020 - Esha Garg 

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Reply Mail Management

Speakers: Eliot Harper and Andreea Arcaleanu
Moderator: Genna Matson

What is Reply Mail Management?

Reply Mail Management (RMM) manages replies to emails sent from Salesforce Marketing Cloud. Here, a panel of subject matter experts were there on-hand to answer multiple RMM related questions. Also, understand advanced techniques and best practices for routing email replies and configuring personalized reply messages.

 

 


>> Reply Mail Management Basics

>> RMM Triggered Sends Video

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What is the Agenda?
 

- Walkthrough technical demos

- Live Q&A with experts

- Customer examples

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Reply Mail Management
Process Flow

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How does the Reply Mail Management work in Marketing Cloud? First, an email is sent to a subscriber from the platform which is called as an initial step in the process flow.

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Now if the subscriber reply to that particular email that they receive, there are few things that can happen with that response. Firstly, even auto-response email is being triggered like an out-of-the-office response so that the subscriber is notified for the delay in response. Also if a subscriber replies with a term like remove, opt-out, or unsubscribe then the subscriber is unsubscribed from the all subscribers list. These keywords can be over the subject or first 200 words in the body.

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Email exchange can be within the subscriber and the designated sender. Wondering how to configure the reply mail management and look for what happens if the subscriber directly replies and bypass RMM moreover, how the journey as long as necessary.

Configuration

There are basically 4 sections:

1. Reply Address Definition

2. Reply Filters

3. Responses
4. Routing

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These can be accessed by email studio or marketing cloud setup. In the initial configuration of the setup, we need to configure within the marketing clout setup and then create a sender profile that contains the name and address that the message appears as a from name in subscriber's email. We can also use a sender profile with reply mail management to manage replies from systems that use non-standard protocols. this particular feature shall send reply using the From address and not the account's Reply-To address.
After these two steps of configuration, we need to create a dynamic reply mail management configuration. Let's suppose we want somebody else to send on our behalf or we want any enhanced sender profiles to build dynamic From names as part of our email sends. RMM can directly validate all the replies to that particular dynamic From names and not the default email address. Also for configuring this particular feature we need to contact our account representative and must require AMPscript knowledge.
What if we want to test our configuration of RMM? Is it possible?
Yes, of course. Just with the help of an email list, test email send, and reply to ensure 
Reply Mail Management (RMM) is configured correctly within the Marketing Cloud Setup.

Watch the entire recording HERE

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