In the email replies section, it would be wonderful if there was the option to forward those emails or reply back to them withen that window
We have discovered that if we check the box to "Enable Reply Tracking" and therefore allow Bronto to handle our replies, we get a lot of replies above and beyond just auto-responses. There is no way to really deal with these customers other than to find their email address in that reply and send them a message from our personal email address. It would be wonderful if there was a Forward button where we could at least send these emails to a customer service member, or possibly reply directly to the customer from that window. Even a print button in that form would be helpful. Currently, there is only a delete button, or a delete and unsubscribe--those options are only helpful for the replies that are auto-responses, not for the ones that contain actual customer messages.
If you are using the Reply Tracking feature, you’ll want to configure a forwarding address at Home > Settings > Email Replies. Anything that isn’t deleted (per the settings on that page) will be forwarded to that address, where you can handle any questions. The responses you’re seeing at Messages > Emil Replies are for review only and cannot be replied to within the platform.
Jennifer Leone commented
Quite a bit of our email replies are being miscategorized, and although we have no filters set to omit any replies, not all are being forwarded, particularly if Bronto has categorized them as spam. I've confirmed we are not deleting any messages on our side. This means the Bronto app is not forwarding all mail as it should be. Losing these replies is bad for business and we are not at all happy about it. At the very least, adding a mail forwarding option to replies in the app would be helpful.