TABLE OF CONTENTS


Go to Settings -> SMTP and Mailgun Service





In location Settings -> SMTP and Mailgun Service


Forwarding Address


You will receive the email replies not only in the Conversation view, but also in your personal email inbox.


When you reply to the leads' email in your inbox outside HL, your reply will not sync back to HL.



BCC Emails


You will receive every email that goes out from that location.



Forward to assigned user


The assigned user to the lead will receive the email replies in their user email.



Limitations if you are using an SMTP provider like Outlook, Gsuite, Sendgrid, etc:


When a lead replies to the emails sent from HighLevel, it comes back to the conversation tab, the system then attempts to forward the response email from the lead’s email address (masking)


We are essentially using your SMTP using the lead’s email as the sender email. So it gets flagged because the from email is the lead’s email and not yours during the forwarding process.








Why we are not able to forward email replies with contact email @hotmail.com @aol.com @yahoo.com









Enable Reply Tracking


There's not an option to enable reply tracking for Mailgun since it's directly integrated with the Receiving route set up in Mailgun. Learn more about How to setup Replies in MailGun here.


If I mask the sender email like testing@gmail.com, the reply-to address will show as testing@replies.subdomain.com, which is the Mailgun subdomain we set up for the location in agency Settings-> Mailgun. Replies will still appear correctly in the HL location account's Conversation tab. 




When reply tracking is enabled


The highlighted email shown in the screenshot below will be the reply-to email address. So we can capture the email replies back into the Conversation tab to read, manually respond or trigger a response using tags, etc. This will be the limitation of using SMTP integration. 


Note that we are not able to get email replies back to the Conversation tab if we copy the highlighted email below and send a direct email/ initiate a new email thread with it. We will need to reply to the email sent from the system.







When reply tracking is disabled


The highlighted email shown in the screenshot below will be the reply-to email address. We will not be able to capture the email replies back into the Conversation tab. But responses will be going to the configured sender email in the inbox.