# Custom Reply-To
**Reply-To Email: Overview and Configuration Guide**
### 1. What the Reply-To setting does
The Reply-To setting controls which email address receives replies from recipients.
Without a custom setting:
* Replies go to the mailbox sender address by default.
With custom Reply-To enabled:
* Outgoing emails include a `Reply-To` header using your configured custom address.
* Recipients who click “Reply” will reply to that custom address instead of the sender address in the `From` header.
### 2. Why this setting exists
A custom reply-to address is useful when you’re sending emails through SMTP-only providers such as AWS SES, Mailgun, or SendGrid, which are typically designed for outbound messaging and don’t handle incoming replies. By setting a reply-to address, you can direct all recipient responses to a separate inbox that you control, ensuring you actually receive and manage replies instead of losing them. This is especially important if you’re using a mailbox that supports both SMTP and IMAP, as our system relies on IMAP to sync incoming messages. Configuring a compatible reply-to address allows features like the unified inbox to function properly, giving you full visibility and control over email conversations.
This is useful when you want:
* A different inbox to receive responses.
* A centralized reply mailbox for one or many sender accounts.
* Better operational routing of responses without changing the visible sender identity.
### 3. Provider support
Custom Reply-To is supported for mailboxes connected though the custom SMTP option, OAuth connections like Zoho and Microsoft aren't supported.
Not supported:
* Google mailboxes
* Microsoft mailboxes
* Zoho mailboxes
For unsupported providers, the system continues using the sender email behavior.
### 4. Default behavior
Default state:
* Custom Reply-To is OFF.
* Reply behavior uses the sender email address.
No action is required unless you want replies routed elsewhere.
### 5. Critical requirement for Unibox sync
If you enable custom Reply-To on SMTP:
* The custom Reply-To address should be the same mailbox monitored by IMAP for that sender.
If they do not match:
* Replies may still be delivered to that custom address.
* Unibox may not ingest/sync those replies correctly.
### 6. How to configure (single mailbox)
1. Open the mailbox settings for an SMTP mailbox.
2. Go to General Settings.
3. Find the Reply-To section.
4. Enable “Use custom reply-to email”.
5. Enter the custom reply-to email address.
6. Save changes.
Validation enforced:
* The field cannot be empty when enabled.
* The value must be a valid email format.
* It must match the IMAP mailbox requirement used for reply ingestion.
### 7. How to configure (bulk update)
Bulk General Settings supports custom Reply-To for SMTP selections.
Behavior:
* Available only when all selected accounts are SMTP.
* If your selection includes non-SMTP accounts, bulk Reply-To update is unavailable.
* If you do not edit the Reply-To section, existing Reply-To values are left unchanged.
Bulk steps:
1. Select SMTP mailboxes.
2. Open Bulk General Settings.
3. Enable custom reply-to (optional).
4. Enter one custom reply-to email for all selected accounts.
5. Save bulk changes.
### 8. Sending behavior after configuration
For SMTP sends:
* If custom Reply-To is enabled and non-empty, outgoing email uses that address as `Reply-To`.
* Otherwise, it falls back to sender email.
This applies to:
* Campaign sends
* Single/manual SMTP sends
* SMTP test-send flows
### 9. Recommended best practices
* Use an actively monitored inbox as Reply-To.
* Keep Reply-To aligned with the IMAP mailbox used by your inbox sync pipeline.
* Test by sending to a personal inbox and clicking Reply.
* Confirm replies appear in Unibox before rolling out broadly.
* For teams, define a policy for when to use sender email vs shared reply mailbox.
### 10. Troubleshooting
Replies are not appearing in Unibox:
* Verify custom Reply-To matches the IMAP mailbox configured for that sender.
* Verify IMAP credentials and folder mapping are healthy.
* Confirm the mailbox is SMTP (feature is SMTP-only).
Cannot enable bulk Reply-To:
* Check selected accounts. All must be SMTP.
Validation error while saving:
* Ensure the Reply-To is a valid email address.
* Ensure it is not empty when custom Reply-To is enabled.
### 11. Quick FAQ
Does custom Reply-To change the From address?
* No. It only changes where recipient replies are routed.
If custom Reply-To is disabled, what happens?
* Reply behavior uses sender email as before.
Can I use this on Microsoft/Google/Zoho mailboxes?
* No. currently only custom SMTP connections support this.
***
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