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I've been asked to research solutions to a scenario where when a subscriber replies to an email it goes to the sender an additional 3rd party, without the subscriber having to "reply-all".

My plan to handle this issue would be to use a Sender Profile where replies use a Triggered Send, and have the triggered send deliver to the person the subscriber is replying to, and cc/bcc the 3rd party.

The business need is to notify the 3rd party when a customer replies to a particular piece of mail. Are there better solutions for this request?

Edit: I should mention we are an RMM customer.

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    I believe Enterprise Reply Mail Management (help.salesforce.com/…) can assist you in this - but the solution is mostly similar to what you mentioned with the triggered send. – Gortonington Oct 15 '18 at 17:06
  • We do use Reply Mail Management, but the trick is to get the email to send to an additional recipient. Doing the triggered send / cc is the way to go, you think? – Matthew Wash Oct 15 '18 at 17:07
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    Enterprise RMM is different than normal RMM. It is a more granular approach to replies but also requires more technical knowledge and effort. – Gortonington Oct 15 '18 at 17:39
  • One additional question - I'm familiar with setting up triggered sends, but I'm not sure how the customer's email content gets passed into the triggered send email - is it passed as some sort of attribute I can include in the message? – Matthew Wash Oct 15 '18 at 21:44
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    I believe you would use %%_replycontent%% to pass the content from the reply email into your TSD - help.salesforce.com/… – Gortonington Oct 16 '18 at 12:47
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I believe Enterprise Reply Mail Management can assist you in this - but the solution is mostly similar to what you mentioned with the triggered send. Enterprise RMM is different than normal RMM. It is a more granular approach to replies but also requires more technical knowledge and effort, so it may not be a solution for everyone.

In order to show the content from the previous email inside your reply TSD, you will need to use the %%_replycontent%% personalization string.

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