Email reply tracking

Overview

Email reply tracking allows you to report on how often customers reply to your email campaigns. It can also trigger Journeys to apply tags and follow-up actions based on replies. For instance, if the reply is sent to an unsupervised address, a notification can alert the team to log in and review the email.

Accessing Reply tracking

To access the Reply tracking page, go to Settings > Channels > Emails > Reply tracking emails.

Adding email addresses to be tracked

Email reply tracking works by configuring the email addresses you want to track, so that all received emails are forwarded to Ortto. In this section, we’ll explain how to set up an email address for reply tracking.

1. Navigate to Settings > Channels > Emails > Reply tracking emails and select New email.

2. In the modal that appears, enter the email address you will use for tracking, then select one of the two tracking options:

• Track first reply only
• Track all replies

Choose whether Ortto should log an activity for each reply in an ongoing email conversation to track the total number of replies (Track all replies), or select Track first reply only to track only unique replies.

3. After clicking Setup, you'll see instructions for setting up email forwarding based on your selected email provider. To share these details with a colleague, click I'm getting technical help to email the instructions to them.

4. Select your email provider, and you’ll be given a unique tracking email address for your account. Forward all emails to this address. Once email forwarding is set up in your account, click the Send test email button to verify the connection. If everything works correctly, you’ll be returned to the Reply Tracking settings page, where the email address will show a Connected status, indicating that it's ready to go.

If you run into any errors, please see the troubleshooting section below.

Repeat the steps above for any additional emails you wish to enable reply tracking for.

Reply tracking with Google Workspaces

If you're using Google Workspaces for your email, an extra confirmation step is required to set up email forwarding. Learn more about reply tracking using Google Workspaces.

Controlling which emails are forwarded to Ortto

If there are emails you don’t want to be forwarded to Ortto, you may be able to set up a filter in your email client to control which emails are forwarded. For example, you can exclude personal emails.

Turning on reply tracking for an email campaign

Now that you have at least one email address set up for reply tracking, you can enable reply tracking on Email campaigns and Journey emails that use one of your configured email addresses as the reply-to address.

When you build an email campaign or Journey email, proceed to the Setup page, and enter your trackable email address as the From email address or Reply-to email.

Under the Advanced settings options, you will see a checkbox in the Tracking section called Track replies to <your email>. If the email you have entered to receive replies is connected for reply tracking, you will be able to turn this checkbox ON to enable tracking for replies to this email.

Using merge tags

If you have a merge tag in your from address or Reply-to address, we can't validate that every possible variation of from email or reply-to email that contacts will receive are correctly configured. So we recommend you validate manually that each possible final email address resolves to an email address that is connected for reply tracking.

If a merge tag results in an email address that is not configured for email tracking, it simply means that replies sent by that contact will not be tracked.

Reporting

Once your email has started sending, you will be able to see the replies from customers coming through in the report.

In the Performance table, you can see the total number of contacts who have replied under the Replied stat.

Further down the report, there is a Replies section where you can view the content of the most recent replies to the email:

You can also filter for the Replied to email activity on the Activity tab of the campaign report.

Troubleshooting reply tracking

Below is a list of common issues with email reply tracking and their solutions. If your issue isn’t listed or remains unresolved, please contact us for assistance.

The Google Workspace confirmation email is not coming through to Ortto

Ensure the email tracking address is entered correctly in Gmail, without any missing or extra characters. If it’s correct, try removing all forwarding settings in Gmail and Ortto, then set them up again. If the issue persists, contact your Gmail administrator to check for any company restrictions on forwarding or other reasons the confirmation email might not be sent.

The test email sent during email setup is not arriving through to Ortto

Ensure the email tracking address is entered correctly in your email client without any missing or extra characters. If correct, remove all forwarding settings from both your email client and Ortto, then set them up again.

If your email client is workplace-managed, contact your administrator to check for any restrictions, such as firewalls or blocks, on email forwarding or communication with external domains like the tracking address.

For Google Workspaces, complete the confirmation process before sending a test email.

I received an email reply to a campaign, but Ortto did not record the reply

There are a few reasons why a reply might not be tracked:

• Reply tracking was not enabled for this email campaign.
• Reply tracking was not configured or was turned off for the email address that received the reply. (Check for any forwarding rules applied to this email address, including the forwarder or recipient.)
• The original email's contents were removed or significantly altered, preventing detection of the campaign details needed to map the reply.