This article covers how to set a custom Reply-To email address in the Keap™ email builder, including the available reply-to options and how to configure the setting for both broadcast and automation emails. The Reply-To feature is available only in the new Keap email builder and is not available in the legacy email builder. This article does not cover how to create a broadcast or automation email. For help creating a broadcast, see how to create an email broadcast in Keap.

Why Customizing the Reply-To Email Address Improves Response Management

By default, replies to emails sent from Keap are directed to the contact owner. In many cases, the contact owner is not the best recipient for replies — a sales rep, support team inbox, or campaign manager may be more appropriate depending on the email's purpose. The Reply-To feature in the Keap email builder lets you specify exactly where recipient replies are sent, independent of the sender address displayed in the recipient's inbox. This ensures replies reach the right person without requiring manual forwarding.

Common Use Cases for a Custom Reply-To Address

• Sales follow-up — Direct replies from leads to a designated sales rep's email address or a shared sales inbox, ensuring responses are routed to the right person for high-priority automations.

• Customer support — Route replies from customer service emails to a dedicated support inbox so inquiries are addressed by the support team without manual forwarding.

• Event or campaign management — Send replies from a specific campaign directly to the team member managing that initiative, centralizing responses for each event or campaign.

• Departmental routing — Set unique reply-to addresses for emails targeting different audience segments — for example, routing product-related replies to product managers and service-related replies to account managers.

How to Set a Custom Reply-To Email Address in Keap

Follow these steps to configure a custom Reply-To email address in the Keap email builder for a broadcast or automation email.

1. Open the Keap email builder by creating or editing a broadcast email or an automation email. The Reply-To feature is available in the new Keap email builder only.

   

   The screenshot above shows the Keap broadcast email setup screen. Selecting the option to create or edit a broadcast email opens the new Keap email builder where the sender address and Reply-To settings are configured.

   

   The screenshot above shows the Keap automation email setup screen. The Reply-To feature is available for both broadcast emails and automation emails in the new Keap email builder.

2. Configure the Sender Address. Select a specific user, the contact owner, or enter a custom email address as the Sender Address. The Sender Address is the email address that appears as the sender in the recipient's inbox and is separate from the Reply-To address.

   

   The screenshot above shows the Keap email builder sender settings panel. The Sender Address field displays the options for selecting the sender — a specific user, the contact owner, or a custom email address. The Sender Address determines what recipients see as the "From" address in their inbox.

3. Select the Customize Reply-To Email checkbox to enable the Reply-To configuration options.

   

   The screenshot above shows the Keap email builder sender settings panel with the Customize Reply-To Email checkbox selected. Selecting this checkbox enables the Reply-To address configuration options and displays the available reply-to recipient options.

4. Select the Reply-To recipient from the following options:

   • The contact owner for the recipient — Replies are directed to the Keap user assigned as the contact owner for each recipient.

   • A specific user in the account — Replies are directed to any available Keap user selected from the user list.

   • A custom email address — Replies are directed to a specific email address entered manually.

5. After the email is sent, replies from recipients will be routed to the Reply-To address configured in step 4 rather than to the Sender Address or the default contact owner.

Frequently Asked Questions

What does this article cover?

This article covers how to set a custom Reply-To email address in the Keap email builder, including the available reply-to options and how to configure the setting for broadcast and automation emails. The Reply-To feature is available only in the new Keap email builder. This article does not cover how to create a broadcast or automation email. For help creating a broadcast, see how to create an email broadcast in Keap.

Is the Reply-To feature available in the legacy email builder?

No. The Reply-To feature is available only in the new Keap email builder. It is not available in the legacy email builder. For help accessing the new email builder, see how to create an email broadcast in Keap.

What happens if an email provider disables the Reply-To feature?

Some email providers disable the Reply-To feature as part of their security measures. This decision is controlled by the individual email provider — not by Keap — and is often influenced by the level of prior engagement between the sender and recipient. If a recipient's email provider disables Reply-To, replies from that recipient may be directed to the Sender Address instead of the configured Reply-To address.

Should the Sender Address be an email address I control?

Using an email address that is accessible and monitored as the Sender Address is recommended. If a recipient replies directly to the Sender Address rather than to the Reply-To address — for example, if their email provider disables Reply-To — having access to the Sender Address inbox ensures those replies are received and can be routed correctly.