'Reply' button in Bigin sends only to the From email address, not the Reply-to address. How to resolve?

'Reply' button in Bigin sends only to the From email address, not the Reply-to address. How to resolve?

Hi All,

There is an issue I'm trying to solve with Bigin.

I've got a form on a website for customers to fill in. They fill in their email address on the form, i.e. the one they want us to reply-to.

Using the Bigin Email-In topping, we're seeing the email from the form arrive in Bigin as a New Message in our Customer Support pipeline.

But when I click the 'Reply' button in Bigin, the email that Bigin composes can only be sent To: the From address of the email that was received, *NOT* the Reply-to address that was supplied to us by the person who filled in the enquiry web form. This To: email address cannot be changed (but being able to change it in Bigin would be helpful!).

(Hint: the From address cannot be the email address of the person who filled in the form. This would breach SPF, DKIM etc. rules that aim to stop emails being sent "From" addresses that the hosting/mail server isn't authorised to send.)

One solution would be for Bigin to change the 'Reply' button to a compose an email to the Reply-to address and not the From address. IMHO this would be sensible and logical, because the whole point of a Reply-to address (if populated) is to indicate what email address the person wishes to be replied-to.

I've been advised by Bigin support that we might be able to achieve our objective using Zoho Flow. But I'm not too excited about using and paying for additional sofware solutions when this is an issue which I feel should be achievable 100% within Bigin.

Any ideas or suggestions are welcome!



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