When I send out an invoice to a customer and they respond via email, why does it sometimes go to other sales reps?

Annie DeShane shared this question 5 years ago
Answered

We have had this happen a lot lately. I will send out a new contract to a customer, the customer responds but instead of it going to my email it goes to another sales rep.

Best Answer
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The email's FROM line (and thus, the REPLY-TO) are set to the sales rep assigned to the lead. If you still think it's behaving incorrectly, give me a Lead ID as an example I can look into it further.

Comments (6)

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The email's FROM line (and thus, the REPLY-TO) are set to the sales rep assigned to the lead. If you still think it's behaving incorrectly, give me a Lead ID as an example I can look into it further.

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It does show my email in the respond to line. Most recently it happened with lead ID #847087.

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I tested it and verified that the email is sent correctly with all the FROM and REPLY-TO email addresses set to you.


The only other thing I can think that might be happening is the customer is changing it or their email program is changing the email address to one in their address book.

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Also, I noticed with that event an automatic email was sent when they made a payment. Did they respond to the email you sent or the payment received email?

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They responded to the Payment received email.

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Okay, that is the reason it didn't go to you then since that email is sent automatically from the company email address under Settings->Company Details.