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What counts as a reply in Sequences?
What counts as a reply in Sequences?

This article explains what Mixmax counts as a reply in Sequences in case you don't want recipients who reply to receive follow-up stages.

Updated over a week ago

Sequences are available on the Mixmax Small Business plan and above. Check out our pricing page for more information.

You can set up your sequence so that people who reply to a stage won't receive follow-up stages. Here are a few scenarios you may encounter β€” we'll explain what counts as a reply:

Bounced emails: We are able to recognize emails that bounce, and these email addresses are removed from your campaign. Follow-up stages will not be sent to these addresses. We do not count bounced emails as a reply in your analytics.

Out-of-office messages: Out-of-office messages do not count as replies. These recipients will continue to receive follow-up stages.

Occasionally, the system may fail to correctly recognize an out-of-office message (i.e., it counts as a "real" reply). If this happens, please contact our support team β€” with your help, we can train our system to recognize similar out-of-office messages. You may want to remove a person from a campaign after receiving their out-of-office message if they're on a long leave or have left the company. You can remove a recipient from the sequence manually.

Reply to an email that was not part of the campaign: If someone replies to an email that is not part of your email campaign β€” or sends you a separate email β€” we do not count this as a reply. In this case, you can manually remove the recipient from the sequence. We offer an advanced setting that allows you to remove a recipient if any email from them is received.

The email was forwarded to a new person, and that person replied: If someone forwards your email to another person, and that person replies, this is counted as a reply. The reply will be attributed to the original recipient.

The recipient clicks on a Poll or Survey: If your recipient clicks on a poll, Yes/No question, or submits an answer to a Q&A Survey, this counts as a reply. If you would like to learn more, go to polls & surveys.

The recipient clicks on a calendar invitation: If your recipient clicks any button on any of Mixmax's calendar invitations from the sender's calendar, this counts as a reply.

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