Who This Is For / When to Use
This feature is for account owners or admins who want email replies handled outside of Kyrios, such as in a shared support inbox or a dedicated department email.
What a Custom Reply-To Address Does
A custom reply-to address changes where recipients’ replies are sent.
Outgoing emails still send normally from your configured sending domain.
Replies go only to the reply-to address you define.
Replies do not appear in the Conversations tab.
This setting is account-wide for email sending.
Where to Configure the Reply-To Address
Navigate to:
Settings
Email Services
Reply & Forward Settings
How to Add a Custom Reply-To Address
Open Settings > Email Services > Reply & Forward Settings.
Locate the Reply Address field.
Enter the email address you want recipients to reply to.
Press Enter after adding the address.
Click Save.
Once saved, all replies to outgoing emails will be routed to this address.
How Replies Appear to Recipients
When a contact receives your email:
The From address shows your sending domain.
The Reply-To header shows the custom reply-to address.
When the recipient clicks Reply, their response is sent to the custom address.
Replies bypass Kyrios Conversations entirely.
Important Behavior to Understand
Replies are not tracked in Kyrios.
Replies do not attach to contact records.
Conversations and automation triggers based on replies will not fire.
Monitoring replies is your responsibility in the external inbox.
This behavior is expected and cannot be changed while a custom reply-to address is active.
Common Issues and Fixes
Replies Are Not Being Received
Confirm the reply-to email address is spelled correctly.
Check spam or filtering rules in the receiving inbox.
Ensure the inbox is active and monitored.
Replies Still Appearing in Conversations
Verify that a reply-to address is saved in Reply & Forward Settings.
Confirm the email was sent after the setting was applied.
FAQ
What happens when I set a custom reply-to address?
All replies to outgoing emails are sent to the specified address instead of appearing in the Conversations tab.
Can I use multiple reply-to addresses?
No. Only one reply-to address can be active at a time.
How do I change or remove the reply-to address?
Go to Settings > Email Services > Reply & Forward Settings, update or remove the address, then click Save.
Will this affect email delivery?
No. This setting only changes where replies are sent.
Will I still see customer replies in Conversations?
No. Once enabled, replies will only be delivered to the external reply-to inbox.
Why would I use a custom reply-to address?
It is useful when replies should be handled by a shared inbox, support desk, or external team instead of inside Kyrios.