Reply Handling

When someone hits reply to one of your Pure360 email, their reply comes back into Pure360; We will forward that email to the “reply forwarding address”, for that campaign or profile you sent the original email from.

The default setting is to use the profile reply forwarding address, on a campaign by campaign basis you have the option to change the reply destination to use your login’s email address or utilise Dynamic Reply, if you have it set-up.

Where can I change my profile’s forwarding address?

Log into the profile you wish to change, open the profile dropdown in the top right and select Manage Profile. Then at the top, navigate to the Domains and addresses page. You will see your current forwarding address and edit button. Select edit, make your change, then save.

The change will be immediate and any reply from then on to a campaign set to forward to your profile’s reply forwarding address, will be forwarded to that new address, even if the email being replied to was sent before you changed it.

How does this work?

The “reply forwarding address” that is set would have been supplied by you during initial set-up and you may have changed it since, on the Manage Profile.

The forwarded email we send you will be from your profile’s emails address.
The replier’s address and the profile name the message was sent from will be included in the subject line.

For example, if your profile is set-up as follows:

Profile name: joebloggsjeans
Sendername: Joe Bloggs Jeans
From Address:
Reply Forwarding Address:

Your contact gets an email from you with the subject line:
“New style to reinvent jeans”

Their inbox might look like this:

Joe Bloggs JeansNew style to reinvent jeans

When they reply that your email, you will get an email in the your inbox ( looking like this:

Joe Bloggs Jeans <>Fwd: ))) Profile: joebloggsjeans, sender: ((( Re: New style to reinvent jeans

As you can see from the example you have an email sent to your specified reply forwarding address containing their reply. It comes from your profile’s sender address, so it passes all of the email authentication rules.

The subject line has some extra info at the start:

  • “Fwd” so you know it’s forwarded

  • “Profile: …” so you know which profile the reply was from

  • “Sender …” so you can easily see the email address of the replier without having to open the email

We wrap up our details in three reverse brackets, so they are easy to spot and group. After that, the original subject line has the “Re:” at the start, which was added by their inbox when they replied, signifying it is a reply.

How do I reply to them?
If you want to then reply to that person or answer their question, select reply on that email in your inbox. The email will automatically be set to go to the replier’s address, eg:; because when we forwarded it we added the replier’s address as the reply-to for you.

You will then need to delete our information from the subject line, from the start of the subject line up until before the Re:

Eg, from this:
Fwd: ))) Profile: joebloggsjeans, sender: ((( Re: New style to reinvent jeans
To this:
Re: New style to reinvent jeans

Leaving only the original replied subject line. The “re: subject” is used by all inboxes to group emails together in the same conversation, so it can help delivery of your reply by being linked to the email sent by your contact.


Can I make it go to more than address?
Your profile can only forward to one address.
You can use our subject line notation to set-up a filter at your send to automatically forward them elsewhere. For example: any email from your profiles address where the subject line begins with with ” Fwd: ))) Profile:” will be a forwarded reply.

Can the forwarded replies to be from the replier, instead of my own profile’s address
No they cannot. Your profiles do not have permission to send emails from your contacts addresses and would be accused of phishing by your inbox provider and they would be rejected or junked.
Your profile only has permission to send emails from the domain you have plugged into it, so that must send the emails.
This is why we have added the replier address to the subject line for easy access and added it to the reply-to so you can reply, as if it was from them.

What do you mean by permission to send emails from my contacts addresses
A common term for trying to send email from other addresses is “spoofing” and when it is done maliciously, it is normally called phishing.
There are three authentications in place which an email has to pass to prove the sender is who they are. DMARC is the parent authenticator and the DMARC for all common freemail providers, like Gmail, Yahoo, Hotmail etc. all tell the receiving email service to reject unauthorised emails claiming to be from their domain.
Your Pure360 profile will have the same setting, so no-one else can pretend to send your marketing emails.

Have the replies always been from my profile’s address or did they used to come from the replier?
They used to come from the replier. This was when the spoofing of it was not much of a problem. Since the implementation of DMARC across the email industry, it had to be changed because the spoofing on our forwarded replies would have failed DMARC checks and the receiving mailserver would bin them, resulting in you not getting them.