Reply to marketing email no tracked in C4C

[ligabue2017]

Hi Expert,

we use marketing campaign to send DEM from our C4C tenant. When our contacts reply to our marketing mail usually we find their reply email into C4C and the Sales campaign's statistics are updated: there are situations that our customers reply to marketing campaingn using a different e-mail contact (for example a different alias created inside the customer's Active Directory).

In this case we can't find the reply email of this contact and we lose informations exchanged.

Is there a place or a way to see also this replies in our C4C tenant? so that we can update our customer master data with the new email contact at a later time?

Thank you for any suggestions.

Best Regards.

[former_member459881 · Accepted solution]

Dear Luca,

Reply for the Campaign email must be from the recipient of the email.

In case reply is provided by someone who is NOT the direct recipient, then No reply could work for this email address. This happens when the campaign email has been forwarded to the anyone other than direct recipient of campaign email.

Best regards,

Nandini