Answer replies to your newsletters
Customers often reply to a newsletter or a campaign: a question about something it shows, a price, a date. Pip answers those replies too, while the customer is still interested, when the newsletter's Reply-To address reaches Airmailer.
The Reply-To address
Settings > Email addresses > Newsletter replies shows the address to use, with a copy button. Setup shows the same section as an optional step after Test email.
- Once forwarding works (a forwarded email has arrived), or email to your support address arrives in Airmailer directly, it is your support address. Replies then also stay in your support mailbox.
- Until then, it is your forwarding address. After Receiving email is set up, change the Reply-To to your support address.
Updates sent from Airmailer need nothing: replies to them already reach Pip.
Where to set it
- Mailchimp: replies go to the email's From address, so use your support address there: in the email's From section, choose Edit From. Under Settings & Tracking, leave Use Inbox to manage replies unchecked, or replies go to Mailchimp's inbox instead. If Mailchimp's Inbox manages the replies to every campaign, remove that under Audience > Inbox > Sources > Manage, in the Manage Campaigns & Automation Replies tile.
- Klaviyo: on the email's message overview, under the sender email address, uncheck Use this as your reply-to address, enter the Reply-To address and choose Save Changes.
- Brevo: in the campaign's Additional settings, under Sending and Tracking, check Use a different Reply-to address and enter the address. To use it for every campaign, enter it in the [DEFAULT_REPLY_TO] field under Settings > Campaigns > Default Settings.
In other services, the reply-to address is usually next to the sender's email address in the campaign's settings.
Try it
Send the newsletter to a personal email account, for example with your newsletter service's test send, and reply to it from there. Airmailer sends nothing for this. The reply appears in the Inbox, marked Reply to a newsletter when it quotes the newsletter.
In the Inbox
A conversation that began as a reply to a newsletter shows Reply to a newsletter in its row and at the top of the conversation. Once there is one, the Newsletter replies view sits next to All.
Airmailer marks a reply only when it is sure. The email must be a reply, by its headers, to an email that isn't in any conversation in Airmailer, and not a forward. Then one of these must be true:
- Its subject is the subject of an Update you sent from Airmailer in the last 90 days, or the quote below it names that subject (when the subject is at least 16 characters long).
- The newsletter it quotes has an unsubscribe link, the word "unsubscribe", "View this email in your browser" or a similar newsletter-only line, or two different everyday ones, such as "Manage your preferences" and "You are receiving this email because". Only the quote counts, never what the customer wrote.
- Its subject starts with "Re:", it was written to your support address, it is the customer's first conversation with you, and it answers an email sent by Mailchimp's campaign servers.
Anything else is treated as an ordinary support email, with no mark.
How Pip answers them
Pip answers the customer's question first. When a product from your product list or connected Shopify store is relevant, Pip names it with its price and includes its page link when Knowledge has one. Pip is never pushy, and offers no discount, code or claim that isn't in Knowledge. Everything else works as for any email: Settings > Automatic sending decides whether the reply is sent automatically or waits for approval.
Numbers
The numbers page, linked from Today, counts the newsletter replies received in the period and how many were answered.