Overview of how emails are received when clients reply to system emails and mailshots you have sent them
When you send system emails from MagManager they will appear in the client’s inbox as follows:
1 - For Booking & Provisional Booking Confirmations, Artwork Assigned to Client for Approval, Proposals, Invoices & Mailshots based on Artwork & Invoicing:
From: Your Company Name via MagManager noreply@magmanagernotifier.co.uk
2 - For Mailshots based on General Communication & Bookings:
From: Your Company Name via MagManager noreply@magmanagermailer.co.uk
When your client click reply, the reply email address it will look like this:
YourName@magmanager.space
The reply email, come back into the MagManager mailserver, and it added to Notifications, the Client Timeline and a copy of the email is forwarded to the inbox of the user who send the original email.
Q1 - Why can’t I send an email when clicking on a client’s email address?
Cause: If the ‘Mail To’ function doesn’t work, it is probably because you don’t have a default email client like Outlook, Thunderbird or Mac Mail set up on your device.
On a client’s record page in MagManager, when you click on an email address at the top of the page or on the Contacts tab, the default email client on your computer (such as Outlook, MAC Mail) will open to send the email. This works in the same way as clicking on a hyperlinked ‘Mail To’ email address on a website to send an email.
Solution: Follow the links below to Microsoft & Apple Support - How to setup your default browser:
For help on setting Up Outlook as your default browser - visit the Microsoft Support website and search for 'Make Outlook default email'. Or for a mac user visit the Apple Support website.
If you use the online version of Outlook, webmail or Gmail to send your emails, you will need to copy and paste the client's email address into the message and add rocket@magmanager.space into the BCC field, it won't automatically populate. (See the question below on sending emails from web based email accounts.)
Q2 - Why doesn’t the email I sent from MagManager appear in the client’s timeline?
When you click a client’s email address at the top of their client record, the email will appear in the timeline—provided it’s sent from your device’s email client (e.g. Outlook) using the same email address you use to log into MagManager. If you have multiple email accounts set up, make sure you select your MagManager email when sending.
Cause: If you send the email using a different ‘send’ email address to your MagManager one, then the email will still send, but it won't appear in the timeline.
Solution: You can add an alternative email address to MagManager. Click on your initials/avatar, top right of the screen > Select My Details > Add the the email to the Alternative Email field > If you need to add more click the green + sign to add additional emails addresses > Click Save.
Q3 - Sending emails from a web based email account?
If you use a web based email account, emails sent to clients will not automatically appear on the client time line. You will have to add the client's email address and create the email message. In addition you will need to add rocket@magmanager.space to the BCC field to have a copy of the email appear on the client timeline.
Q4 - Why is the client's email reply not in my inbox?
It's like one of 2 things details below:
Cause 1 - Email has been blocked by incoming mail server.
Solution 1 - Always keep an eye on your Notifications for replies, as they will appear there even if your mail server blocks it or puts it into your spam, junk or other folder.
The incoming email server blocking an email is outside of MagManager's control. As long as the client replies from the email address you sent the email to, and they click reply on that email message to send you their reply - the reply will come back into MagManager and be added to notification and the client's timeline, even if the forwarded email does not arrive in your inbox.
Cause 2 - If the client composes a brand new email message addressed to noreply@magmanagermailer.co.uk or noreply@magmanagernotifier.co.uk - they will receive the message below, which makes it quite clear that the message has not been received:
Hi,
Many thanks for your email. Unfortunately it reached one of our unmonitored email addresses:
YOUR EMAIL WAS NOT DELIVERED TO ITS INTENDED RECIPIENT
Please review your original email and respond to the organisation directly.
Many Thanks
MagManager Team
Solution 2 - They should click reply on the email you sent them or reply to your normal email address.
Q4 - Why is the client's reply not on the timeline or notifications?
Cause - The client has likely clicked reply on the email, but replied from a different email address. An email address that is NOT registered on their MagManager client record.
The MagManager mailserver will still forward their reply into your email account but there will be no notification added in MagManager or on the client's timeline.
Solution - The client must click reply on the original email and send it from the email address the email was sent to. If the client uses multiple email addresses you can add the additional emails as a contact on their account, that will ensure replies are also added to notifications & the client timeline.
Q5 - Can the address the email is sent from be change?
Cause - By default emails will display as being sent from noreply@magmanagermailer.co.uk or noreply@magmanagernotifier.co.uk, and this can not be changed.
Solution - There are options to use you own mailserver for all emails or sign in with Microsoft where all emails except mailshots will be send from your own microsoft hosted email account.
