Who This Is For / When to Use
Use this article if you want to:
Forward email replies to external inboxes
BCC emails automatically
Route replies to assigned users
Understand why replies are not appearing in conversations
Configure reply-to behavior safely
Access Reply & Forward Settings
Go to Settings.
Select Email Services.
Click Reply & Forward Settings.
How Email Replies Work in Kyrios
Key Rule
Replies must be sent from inside Kyrios to remain tracked.
If a reply is sent from an external email inbox:
The reply is not tracked
The conversation thread breaks
Future replies will not return to Kyrios
This behavior is intentional to prevent threading and security issues.
Forwarding Address
What This Does
Forwarding allows you to receive email replies in an external inbox in addition to Kyrios.
How to Add Forwarding Addresses
Enter one or more email addresses.
Press Enter after each address.
Click Save.
Domain Restriction (Important)
Forwarding addresses cannot use the same domain as your sending domain.
Example: If your sending domain is yourdomain.com, you cannot forward to [email protected].
This prevents infinite email loops.
BCC Emails
What This Does
BCC Emails automatically copy outgoing emails to selected addresses.
How to Add BCC Emails
Enter one or more email addresses.
Press Enter after each address.
Click Save.
BCC emails receive copies but do not participate in conversations.
Forward to Assigned User
What This Does
When enabled, replies are forwarded to the user assigned to the conversation.
When to Use This
Team-based inboxes
Sales or support handoffs
Ensuring ownership visibility outside Kyrios
Reply Address (Reply-To)
What This Does
Sets a custom reply-to address for outgoing emails.
Important Limitation
When a custom reply-to address is used:
Replies are not tracked
Replies do not return to Kyrios conversations
This option is useful only when conversation tracking is not required.
Common Issues and Fixes
Replies Not Showing in Conversations
Cause: Reply sent from an external inbox
Fix: Reply directly inside Kyrios
Replies Stopped After Forwarding Setup
Cause: Reply-to or forwarding domain conflict
Fix: Ensure forwarding addresses use a different domain
Assigned User Not Receiving Replies
Cause: Forward to assigned user is disabled
Fix: Enable Forward to assigned user and save
What These Settings Do Not Control
Reply & Forward Settings do not affect:
Email deliverability
Open or click tracking
Spam or bounce behavior
SMTP provider selection
Those are handled in other Email Services sections.
Best Practices
Reply inside Kyrios when tracking matters
Use forwarding for visibility, not replies
Avoid reply-to overrides unless required
Keep domains separated to prevent loops
What to Do Next
After configuring reply behavior, you may want to:
Verify sender email addresses
Review bounce and deliverability metrics
Adjust campaign-level sender settings