What are Reply & Forward Settings?
Control where email replies go and who receives copies of your outgoing messages. These settings help you route parent responses to the right place and keep your team in the loop.
Where to Find These Settings
Go to Settings → Email Services → Reply & Forward Settings
[SCREENSHOT: Settings menu with Email Services selected, showing Reply & Forward Settings tab]Forwarding Address
When a prospective family replies to your email, their response always appears in your Conversations tab. Use forwarding to send a copy of that reply to another email address.
Enter one or multiple email addresses separated by commas:
director@mycenter.com, admin@mycenter.com
Reply Address
Add a reply-to address to send all incoming parent emails to a specific inbox instead of your Conversations tab. You can add up to 5 email addresses.
Important: When you reply to families from your external inbox, those replies won't sync back to Enrollio.
To configure: Settings → Email Services → Reply & Forward Settings → Reply Address
Click Save after entering your reply addresses.
[SCREENSHOT: Reply Address field with example email addresses entered]BCC Emails
Receive a blind carbon copy of every individual email and automation email that goes out from your account.
What's included: One-on-one emails, automation emails, and billing emails
Not included: Bulk campaigns or broadcast emails
Configure at: Settings → Email Services → Reply & Forward Settings → BCC Emails
Forward to Assigned User
Enable this to automatically send email replies to the staff member assigned to that family. The email goes to the address listed in that user's profile.
Find user email addresses at: Settings → My Staff → [Edit User] → User Info
Email Forwarding Costs
Forwarded messages count as outgoing emails and are billed accordingly. This applies to each email address in your forwarding list.
To verify charges, check your billing dashboard for:
- Billing Source Type: The service that generated the charge
- Billing Trigger ID: Unique identifier for each forwarded email
Reply Tracking with Mailgun
Reply tracking is built into Mailgun—no separate setup needed. When families reply to your emails, their responses appear in your Conversations tab automatically.
How Reply Tracking Works
When you send an email from Enrollio, the reply-to address shows as your Mailgun subdomain (example: yourname@replies.enrollio-mail.com). This lets us route replies back to your Conversations tab.
Reply Tracking Enabled
When reply tracking is on, the reply-to address uses your Mailgun subdomain. Families see your name and center, but replies route through Enrollio so you can:
- View all responses in Conversations
- Trigger automations based on replies
- Keep your entire conversation history in one place
Reply Tracking Disabled
Without reply tracking, replies go directly to your configured sender email. You'll receive them in your regular inbox, but they won't appear in Enrollio's Conversations tab.
[SCREENSHOT: Email inbox showing standard reply-to address without tracking]Frequently Asked Questions
Why don't forwarded emails include attachments?
Email forwarding doesn't support attachments. If a family replies with an attachment, log into Enrollio and check the Conversations tab to view it.
Why do my forwarding addresses disappear when I save?
Invalid email addresses or addresses that conflict with your domain settings can't be used for forwarding. Check that all addresses are correctly formatted.
Are forwarded emails free?
No. Each forwarded email counts toward your email usage and is billed like a standard outgoing email.
Which forwarding addresses count toward usage?
Every email address in your forwarding list receives a separate copy. If you forward to 3 addresses, that's 3 emails counted.
How do I verify forwarding charges?
Check your billing dashboard for Billing Source Type and Billing Trigger ID to trace each forwarded email charge.
Does my team's email show correctly to parents?
Yes. Even though the reply-to address uses your Mailgun subdomain for tracking, families see your name and your center's email address.