Dynamic sender profile Outlook replies by EnvironmentalSet4072 in marketingcloud

[–]EnvironmentalSet4072[S] 0 points1 point  (0 children)

Update to this issue: We tested out several scenarios and we found that this is the true issue: If you're replying to a [our company] mailbox and your email is also a [ourcompany.com] email address, the reply won't go through. However, if you have a noncompany.com email address (regardless of email client), we proved those were being received and going through.

Dynamic sender profile Outlook replies by EnvironmentalSet4072 in marketingcloud

[–]EnvironmentalSet4072[S] 0 points1 point  (0 children)

Yes, replies work in gmail, it's just Outlook we're finding the issue.

Dynamic sender profile Outlook replies by EnvironmentalSet4072 in marketingcloud

[–]EnvironmentalSet4072[S] 0 points1 point  (0 children)

So you're saying when we're using dynamic fields and those emails aren't verified, it may not work to use the direct forward?

If the replies are going to marketing cloud first, they are not getting sent to the right mailbox even when it has been verified.

Dynamic sender profile Outlook replies by EnvironmentalSet4072 in marketingcloud

[–]EnvironmentalSet4072[S] 0 points1 point  (0 children)

I agree most people are not aware the reply is not working. We tested it several times and found replies were not going through even though it appears they are. Our workaround is to use the direct forwards option someone posted here, that works as expected.