Using the 'Replies' report

Summary

This report shows the number of replies you've had in response to this campaign.

When a recipient replies directly to a campaign, their response is logged.

Replies can be accessed via Reporting > Campaign reports, clicking on the campaign in question (to open its report), clicking on More reports and selecting Replies from the dropdown, and then clicking on a listed reply. The reply will open at the foot of the page.

Using the report

This report is made up of three different sections - replies, auto replies and challenge replies.

Note that any subsequently deleted contacts in the report will be denoted as 'Deleted contact' (apart from deleted suppressed contacts whose email addresses will need to be retained).

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Replies

These are actual replies sent to you, perhaps asking a particular question.

Sometimes your email recipients use this method to unsubscribe instead of using your unsubscribe link. Because of this, it's very important that you review your replies on a regular basis.

If a request has been made to be unsubscribed, then you can use the checkbox to the left of each email recipient to select the relevant contacts and use the Unsubscribe button to process their request.

Occasionally you may find automated replies in this section. The reason for this is because the reply doesn't conform to a standard email pattern.

View reply content

Click on a listed reply to display the reply's content at the foot of the page.

From here, replies can be forwarded to an email of your choice by clicking on Forward to me, which you can specify in the campaign setup screen.

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Auto replies

These are automatic replies that have been set by the email recipient to go to every email they receive. It's quite a common practice when it comes to general email addresses such as info@ or sales@.

These replies aren't forwarded to the email you specify in the campaign setup screen.

Challenge replies

These are replies sent by sender verification tools such as Spam Arrest. These emails are sent to reduce spam in the email recipient's inbox. You'll generally need to enter a code of some description in order for your original email to be accepted by your email recipient. 

These replies aren't forwarded to the email you specify in the campaign setup screen.

Attachments in replies

If someone has attached something to their reply then you'll find any attachments ready for download in the reply area. Incoming emails are virus scanned and any suspicious attachments won't be available for download.

If you've set a forwarding address for campaign replies, attachments won't be forwarded until you've enabled attachment forwarding in your account settings under the 'Features' section.

Please note: Any reply of 10MB or more will be bounced and you won't receive it. The contact sending the email will of course receive a mail notification that their message was too large. It's a very rare occurrence that a reply will be as large as this, but it will most likely be caused by an attachment. However, you should be aware of this size limit in case a contact says they're sending replies to you and you aren't receiving them. This could well be the reason for it.

Further actions

You can also:

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Comments

  • Avatar

    Is there a way of actually the exporting the response content into one spreadsheet? At the moment we have to manually type in each response into our CRM which is very time consuming. 

  • Avatar

    Agree with Laura's point above - is this possible?

  • Avatar

    Has this question ever been answered ? Keen to know if this is possible please.
    Geoff