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We've discovered that our Reply Mail Management is failing for internal email addresses. It works perfectly fine for external users but not internal users. We're using Exchange/Office 365 on Azure for our emails. Because we're sending a lot of messages to our employees from marketing cloud, we need to ensure replies can be received. Salesforce support is unable to replicate it because it's working fine for external users. Anyone run into this and/or (hopefully) found a solution?

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  • Sounds like an internal email server firewall issue and nothing can be done from the SFMC side. Aug 23, 2022 at 19:22
  • Has your sending IP address and domain been whitelisted for your company's mail server? Aug 23, 2022 at 19:33
  • I've been told it's whitelisted. It was working previously but suddenly stopped.
    – jdblundell
    Aug 25, 2022 at 23:23

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Perhaps this issue:

There's an issue with Microsoft Outlook that causes it to ignore the 'Reply to' address in the message header. Instead, Outlook sends the reply to the default 'From' address and bypasses RMM.

When you hit reply in outlook what is the to address? is it [email protected] or is it the from address?

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  • When you reply its reply-xwsdfa34s....@oursalesforcedomain
    – jdblundell
    Aug 25, 2022 at 23:22

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