What are the different types of Reply methods for Email Templates?

Question: What are the different types of Reply methods for Email Templates?

Reply Methods control how an action item step adds reply instructions to an email and how Vantaca captures the homeowner's response when they reply. The Reply Method is set on the step itself, at Settings > Action Types/Steps > Rules > Email Template, and applies to whichever template is currently assigned to that step.

Important: Reply Methods apply to legacy email templates only. With the Email Designer, dotted lines are no longer added to emails. Once a step's template is approved into the Email Designer, the Reply Method no longer isolates the homeowner's response: the entire reply thread is captured in the action item message regardless of which Reply Method is selected. The four options described in this article continue to work only for templates that have not yet been migrated to the Email Designer. For details on building and assigning templates, see the "Email Templates" article.

For legacy templates, you have four options under Reply Method for how the recipient can reply to the email:

1. Reply Between
2. Reply Above
3. Do Not Reply
4. None

Trainer Tip: For legacy templates, Reply Above tends to line up best with how owners reply to emails and is least likely to pull in the entire email thread.

Contents

• Reply Between
• Reply Above
• Do Not Reply
• None

Reply Between

On a legacy template, if Reply Between is selected, the homeowner needs to place their response between the dotted lines shown in the following example. If they do, only the homeowner's response populates as an action item message. If the owner replies anywhere other than between the dotted lines, the response pulls the entire conversation into that one action item message.

Reply Above

On a legacy template, if Reply Above is selected, the homeowner needs to place their response above the dotted line shown in the following example. If they do, only the homeowner's response populates as an action item message. If the owner replies anywhere other than above the dotted line, the response pulls the entire conversation into that one action item message.

Do Not Reply

On a legacy template, if Do Not Reply is selected, the email includes a short "do not reply" reminder, shown in the following example. If the homeowner responds anyway, the entire conversation pulls into that one action item message.

Note: In the Email Designer, this visible reminder is no longer a Reply Method. Instead, you add a Do Not Reply panel to the template. See the "Email Templates" article for how to add the panel.

Note: Homeowners can still respond using this method, and those responses still come into Vantaca. If you do not want owners' responses to come in at all, follow the steps in the "No Reply Email" article.

None

On a legacy template, if None is selected, the email includes no instructions about how the homeowner should respond, shown in the following example. If the homeowner responds, the entire conversation always pulls into that one action item message.

Note: If you need to change the Reply Method for all legacy email templates at once, contact Vantaca Support and specify which Reply Method you'd like applied. Our Technical Support team will make this bulk change for you.

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