Access Reply & Forward Settings
Open the left-side navigation menu and click Settings.
Inside Settings, click Email Services.
Open the Reply & Forward Settings tab.
This section contains:
Forwarding Address
BCC Emails
Forward to assigned user
Reply Address
Configure a Forwarding Address
Forwarding addresses send copies of incoming lead replies to another inbox while still keeping replies inside the Conversations tab. In the Forwarding Address field:
Enter one or more email addresses.
Press Enter after each address.
Click Save.
Important Notes About Forwarding Addresses
Forwarding Address only works with:
Mailgun
LC Email
Other SMTP providers are not supported.
All incoming and outgoing forwarded emails may incur billing charges when rebilling is enabled.
Email addresses that conflict with dedicated domains are not saved.
Configure BCC Emails
BCC Emails send blind carbon copies of supported outgoing emails.
BCC applies to:
1-on-1 emails
Workflow emails
Billing emails
BCC does not apply to:
Bulk emails
Campaign emails
To configure BCC emails:
Locate the BCC Emails field.
Enter email addresses.
Press Enter after each address.
Click Save.
Enable Forward to Assigned User
Enable Forward to assigned user if you want replies automatically forwarded to the contact owner’s inbox. The assigned user email is pulled from:
Settings → My Staff → Edit User → User Info
To enable:
Turn on Forward to assigned user
Click Save
Configure a Reply Address
Reply Address routes incoming email replies to an external inbox instead of keeping replies inside Conversations. You can add up to 5 reply addresses.
To configure:
Scroll to the Reply Address section.
Enter the reply-to email address.
Click Save.
Important Behavior of Reply Addresses
When a user replies from an external inbox:
Replies do not sync back into Conversations.
Conversation tracking is bypassed.
Responses go directly to the configured inbox.
Enable Reply Tracking for SMTP Providers
Reply tracking allows replies to appear inside Conversations even when using supported SMTP providers. Go to the Domain Service tab to configure SMTP services and reply tracking.
How Reply Tracking Works
When reply tracking is enabled:
Kyrios rewrites the reply-to address using the tracking domain.
Replies are captured and routed into Conversations.
Workflows and automations can continue using those replies.
Example: Reply Tracking Enabled
When reply tracking is enabled, the reply-to address uses a Kyrios tracking domain similar to:
Expected Result
Replies:
Appear inside Conversations
Can trigger workflows
Remain associated with the contact record
Important
Do not manually create a brand-new email using the tracking reply address. The contact must reply directly to the original email thread.
Example: Reply Tracking Disabled
Without reply tracking enabled, the reply-to address remains the sender’s original email address.
Expected Result
Replies:
Go directly to the sender's inbox
Do not sync into Conversations
Cannot trigger Conversation-based automations
Billing for Forwarded Emails
Forwarded emails may generate additional billing charges and will be charged to your account's wallet. Charges are equivalent to normal outgoing email rates.
Common Issues and Fixes
Forwarding emails disappear after saving
This happens when:
The email address is invalid
The email conflicts with a dedicated sending domain
Only valid addresses are saved.
Attachments are not forwarded
Forwarding settings do not forward attachments.
To access attachments:
Open the Conversation thread inside Kyrios.
Download the attachment from the message directly.
Replies are not appearing in Conversations
Check whether:
Reply tracking is enabled
The SMTP provider supports reply tracking
The user replied directly to the original email thread
Assigned users are not receiving forwarded replies
Verify:
The contact has an assigned user
The assigned user has a valid email address configured under My Staff
FAQ
Why are attached files not forwarded with replies?
Forwarding settings do not support attachments. Attachments remain accessible inside Conversations.
Why do forwarding emails disappear after saving?
Invalid email addresses or addresses conflicting with dedicated domains are automatically removed.
Are forwarded emails free?
No. Forwarded emails may generate charges.
Does BCC work for campaign emails?
No. BCC only applies to:
1-on-1 emails
Workflow emails
Billing emails
Can replies still appear in Conversations when forwarding is enabled?
Yes. Forwarding sends a copy externally while replies still remain inside Conversations.
Can I manually send a new email to the tracking reply address?
No. The tracking address only works when replying directly to the original email thread.
Does Reply Address override Conversations tracking?
Yes. Reply Address routes replies externally instead of into Conversations.