When a client replies to one of your emails, where does that reply go? By default it comes into your Conversations tab — but you can also route it to a specific email inbox, or even set a custom reply-to address so replies land exactly where you need them. This guide walks you through both options.
Where to Find These Settings
All reply and forwarding options live in one place. To get there:
From the left-hand menu, click Settings.
Select Email Services.
Click the Reply & Forward Settings tab at the top.
💡 You will see four sections on this page: Forwarding Address, BCC Emails, Forward to Assigned User, and Reply Address. This guide focuses on the Reply Address — but it is worth knowing the other options are here too.
Setting a Default Reply Address
The Reply Address tells Alvéya where to send replies when a client hits Reply on your email. By default, replies come into your Conversations tab. Adding a reply address here overrides that — replies will go to the inbox you specify instead.
⚠️ If you add a reply address, replies from clients will no longer sync back to your Conversations tab automatically. You will need to manage those replies from your external inbox.
How to add your reply address
On the Reply & Forward Settings page, scroll down to the Reply Address section.
Type the email address you want replies sent to into the field provided.
You can add up to five addresses if needed — press Enter after each one.
Click Save.
💡 Not sure which email to use here? Most practitioners use their main business inbox (e.g. [email protected]) so all client communication lands in one place.
Also On This Page: Forwarding Address
The Forwarding Address is slightly different from the Reply Address — and it is easy to mix them up.
Reply Address: changes where client replies are delivered. Use this if you want replies to go to a specific inbox rather than your Conversations tab.
Forwarding Address: sends you a copy of the client's reply in addition to it appearing in Conversations. The Conversations tab still receives the reply — you just also get a copy in your inbox.
To add a forwarding address, enter the email(s) in the Forwarding Address field at the top of the page and click Save. You can add multiple addresses separated by commas.
⚠️ Forwarding only works with Alvéya's built-in email service or Mailgun. If you are using a third-party SMTP provider, forwarding is not supported.
BCC Emails
If you want a blind copy of every email sent from your account — not just replies — use the BCC Emails field. This sends a hidden copy of outgoing emails to the address(es) you specify.
BCC applies to one-on-one emails, workflow emails, and billing emails.
It does not apply to bulk campaign emails.
💡 BCC is helpful if you have a practice manager or virtual assistant who needs visibility over all client communications without being visible to the client.
Forward to an Assigned User
There is also a toggle on this page called Forward to Assigned User. When this is switched on, any email reply from a lead or client is automatically forwarded to whichever team member is assigned to that contact.
The reply goes to the email address set up under Settings > My Staff > Edit User > User Info. Make sure those email addresses are current before turning this on.
Frequently Asked Questions
Why are attached files not forwarded along with email replies?
The forwarding settings in the Email Services tab do not support forwarding attachments. If a contact replies with an attachment, you must log in to the conversation view in Alvéya to access it.
Why do the forwarding emails I've added disappear after saving?
If email addresses are invalid, or they conflict with a dedicated domain added to your account, they cannot be used as a forwarding address and will not be saved.
Are forwarded emails free?
No. Each forwarded email is billed like a normal outgoing email.