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Author Topic: Has there been a change in how replies are processed?  (Read 1028 times)

Dennis Gray

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Has there been a change in how replies are processed?
November 13, 2010, 01:44:39 pm
We are in the process of upgrading from CiviCRM 1.9 to 3.2.3. Our CiviSMTP has been configured according to the documentation and I am able to successfully send mailings through CiviSMTP. When my testers reply, I can see the reply count in the report. I have one record with a bad email address so it bounced and that was recorded successfully. The problem is, the replies no longer seem to be automatically forwarded to the mail from address, as it was in the previous system. I know there is a check box to forward replies to the mail from address. Is this a change from the old method. Replies were automatically send to the domain with and then were forwarded to the sender.

xavier

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Re: Has there been a change in how replies are processed?
November 14, 2010, 12:08:08 am
Not sure how it was on 1.9, but in 3.2, if you forward or not is dependent of that checkbox indeed.

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Dennis Gray

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Re: Has there been a change in how replies are processed?
November 14, 2010, 02:21:14 am
So, if the forwarding checkbox is not ticked, exactly what does reply tracking do? Just make a note in the database that there was a reply but nobody knows what it was (if the forward checkbox was not ticked)?

xavier

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Re: Has there been a change in how replies are processed?
November 15, 2010, 05:40:35 am
Hi,

It adds it as an activity if I'm right.

Don't recall what was the logic of not having the forward set by default, was as surprised as you are.

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Dennis Gray

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Re: Has there been a change in how replies are processed?
November 15, 2010, 12:43:56 pm
I've checked the activities tag for all the recipients that replied and don't see where to find the reply. Is it supposed to be recorded as an activity in the sender's record?

Bounces and replies are recorded in the mailing report. Is there something to check for in the SOAP interface that might be preventing the replies being posted to the activities?

I agree, the forward should be set by default. I supposed that could be changed quite easily. The problem is we have hundreds of users and many of them will forget to tick it.

xavier

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Re: Has there been a change in how replies are processed?
November 15, 2010, 02:18:33 pm
hi,

Just to be sure: the reply is by default going to the sender (bypassing civi altogether). Did you change that by default for all the users ?

Otherwise, it isn't complicated to set the forward by default (custom template or hook).

Still not sure about why it doesn't handle the replies. What version of 3.2 are you using ? We had a bug in one of the versions that didn't create the activity from an inbound email, might be related.

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Dennis Gray

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Re: Has there been a change in how replies are processed?
November 15, 2010, 03:25:29 pm
We are using 3.2.3 (I need to update my profile). I'll try to search for the bug.

You said something about changing the default for all the users. I am not sure what you mean by that. I didn't see that option yet. I haven't been able to locate anything in the documentation.

I think what we would like is to have the forward reply set by default and also have the sender's real email address appear in the To: field of the reply, not the reply-to email address (used for tracking and bounce processing). This confuses everyone.

xavier

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Re: Has there been a change in how replies are processed?
November 15, 2010, 10:28:33 pm
What you seem to want it the default reply mode: don't let civi be on the way, the recipient respond directly to the sender and that's it.

(as of 3.2, the bounces are handled no matter what by civicrm, the reply option is only for "real" replies from the recipient: should it be directly to the sender (default mode, unchecked handle replies checkbox) or to civicrm (and then
you have the option to forward or not)

Do you really want to track the replies in civicrm ? (I haven't set it up that way on any of my installations)


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Dennis Gray

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Re: Has there been a change in how replies are processed?
November 15, 2010, 10:34:46 pm
I think the default should be configurable. We would probably opt not to track replies but if they were stored in the activities, that might prove useful.

So, how can we set the defaults? I am finding the documentation to be lacking in this area.
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  • Has there been a change in how replies are processed?

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