What to Know about Tracking Replies

Connect 365 is built to track replies on a message-by-message basis.

Rather than tracking any incoming message from a contact our system is built to look directly for replies to individual messages within your campaigns.

This is notable because Advanced Actions are triggered based on direct replies to specific messages within your campaign(s).

For more details on using Advanced Actions, be sure to review this section of our Ultimate Training Guide.

What else should I be aware of with reply tracking?

Since our system looks for replies to a specific thread, you should note that a reply will only be tracked if it's a direct reply to this message.

If the messaging replier alters the thread, it will not mark it as a reply in our system.

What does it mean to alter the thread?

Anything other than clicking 'reply' will change the thread and alter the email header.

This can include:

1. The replier cc'ing new people into the thread.

2. The replier changing the subject line of the thread. 

If your message's subject line was 'Reaching out...' the reply should come back as 'Re: Reaching out...'

If the replier instead changed the subject line to 'I'll have to get back in touch next week' then the reply would not be tracked.

3. The replier sends a message back through a different email address.

There have been times in the past where a recipient forwards a message to another email address and then sends a message back to you. In this situation, the email thread has been altered / broken and therefore a reply won't track.

What can I do about it?

Circumstances like the above are not the norm, but there may be times where it happens. Be sure to keep an eye on incoming replies from your prospects. And when needed you may need to find a contact and manually complete an action.

ie - if you have an Advanced Action set up to 'Remove the Campaign Tag for anyone that replies to your first message', but your recipient replies and cc's in their assistant. Be sure to find your contact in Connect 365 - and remove their tag manually.