Here are a few additional configurations that you can use to receive copies of the Emails that you get in your account using a Forwarding Address or BCC. Reply Tracking is also elaborated.
Once you are in the location, click on Settings -> Email Services
If a lead responds to an email, that response is always going to show up in Conversations tab, however, if you want a COPY of the lead’s email response to go to someone’ email, you could put in that email address there.
Now we have the option to Add a reply-to address. All incoming emails will be sent to that email address instead of routing to the Conversation tab. When you reply to the leads' email in your inbox outside the CRM, your reply will not sync back to the CRM.
You will receive a Blind Carbon Copy of every email that goes out from that location. This is configurable from Settings> Email Services> Reply & Forward Settings> BCC Emails
The assigned user of the lead will receive the email replies in their Email Inbox. The Email will be sent to the Email address for that user in Settings> My Staff> edit User> User Info
The highlighted email shown in the screenshot below will be the reply-to email address. So we can capture the email replies back into the Conversation tab to read, manually respond or trigger a response using tags, etc. This will be the limitation of using SMTP integration.
Please Note
We are not able to get email replies back to the Conversation tab if we copy the highlighted email below and send a direct email/ initiate a new email thread with it. We will need to reply to the email sent from the system.
The highlighted email shown in the screenshot below will be the reply-to email address. We will not be able to capture the email replies back into the Conversation tab. But responses will be going to the configured sender email in the inbox.
The forward settings in the email services tab do not support forwarding attachments. So if the contact replies to the emails with an attachment, we will need to log in to the conversation view to see it.