Spam and Email Management - An Oxymoron?

To many, the words spam and email management are two terms no one wants to see in the same sentence. No doubt, an oxymoron! Not only is spam a nuisance, but it is the catalyst for worms and viruses and the source of millions of lost dollars. So what do you do?

If you are using ReplyManager, here are a few reminders to keep spam at bay:

Start With The Accounts Tab
Spam can be managed for each Account. From the Maintenance menu, click on Accounts. Choose the account you wish to edit. Spam Handling is located at the bottom of the form.

What To Do With Emails Tagged as SPAM
You can select to delete spam or automatically move it to another folder for further investigation. We use a Junk or Spam folder for this. The emails within that folder can be bulk deleted in only a few steps.

Setting SpamAssassin Scores
Incoming emails are filtered using SpamAssassin. Detected spam can be auto deleted or moved to a folder for further investigation. Using a wide range of tests on the header, body and text of the email, SpamAssassin assigns a number on a scale of 1 to 10. Emails receiving a 5 or above, as a standard, are considered Spam. However, if you find that incorrect emails are being sent to your Spam folder (or other action selected), you may want to increase the rating. The higher the rating the more likely it is that the email is Spam.

Using Rules for Further Filter Spam
A new ReplyManager feature allows users to select a rule to process incoming emails, before SpamAssassin, in order to identify any email that might look like spam, but is not. These emails can be routed to a separate folder so that users do not lose any ligitimate emails. Basically, the rules look for keywords (that you set) within the email that might make it valid.

Built-in Virus Protection
Because ReplyManager is a web application (built with open source tools), it is less susceptible to viruses and worms. It also has a built-in feature that tags potential viruses and defangs executable files (which are often a disaster waiting to happen).

Fast Email Responses = Happy Customers!

In the world of instant gratification, keeping a happy customer really isn’t that difficult. Businesses need just respond to their email inquiries and they’ll feel important enough to stay loyal and keep buying. Surprisingly enough, this doesn’t always happen.

Can you imagine all of the income they are missing out on just because they can’t get to the barrage of emails they are receiving? Poor email management can be very damaging to any business that depends on getting and keeping Happy Customers.

So how do you manage bulk incoming email? Get organized. Make a plan, implement processes and rules so that emails are responded to within 24-48 hours, and get a good, easy-to-use email response management system.

Get Rid of the Junk
Get a grasp on all the Junk. In our office, we created a Junk folder in ReplyManager to receive and dispense with all the Spam. We use SpamAssassin as the Spam filter.

Sort Related Email
Create Folders and use Rules to automatically sort related email together. This will make it easier to answer multiple emails at once and to assign the right staff.

Assign Actions and Keep Notes
Create Categories, set Priory Levels and enter References that refer to specific actions if emails can’t be answered immediately. And if multiple steps need to be taken to address the email, keep accurate notes in the email ticketing system so that the next person knows where you left off.

Create Standard Replies
Keep track of frequently asked questions and create a database of Standard Replies. This will increase response rates and unify your company message.

Avoid Email Loops in ReplyManager

Email loops from Catch All folders with autoresponders can generate much unwanted email when bad emails cannot be delivered and the system is continuously sending and bouncing the automated emails resulting in a never ending email loop. You can avoid this frustrating situation by making sure that you do not have an Autoresponder set on a Folder that is also designated as the "Catch All" Folder.

One folder in ReplyManager is always designated as the "Catch All" folder to receive all email not routed into folders by other means. Autoresponders will respond to forged email as well as legitimate email. If this is a forged or bogus email, an autoresponder is dispatched as possible misdirected mail. ReplyManager receives the email back into the system (catch all folder) - this will create bounces and could happen hundreds of times.

Autoresponders are a great tool for immediately providing information to potential customers and then following up with them when time allows.

The easiest remedy for this potential "loop" is to create a new folder labeled "Catch All" or "Other" and select the box to make that the catch all folder.

Changing a From Address Within An Email String

Ever receive an email with an incorrect From address or want to change the From address (e.g. when Sales Leads are forwarded to an account) without disrupting the email conversation? Incorrect From addresses often lead to undeliverable replies which can be frustrating. With ReplyManager v4, the fix is quick and easy.

1. Open the email
2. Look for the From: email address that appears as a link
3. Click on the "2 people" icon
4. Enter the New From email address
5. Click update

Now each time you reply to this email, the correct client address will appear.

Superior Customer Support w/ Email Management

A few more reminders on how to provide superior email customer support with ReplyManager...

• Organize your emails with Advanced Rules Routing and Bulk Functionality.


• Use the “Category” settings to further organize emails within folders. Set up the “auto assign” category in Rules and Folders Administration. Add additional comments in the Reference field.


• Use the settings for Spam filtering to identify, delete or move emails to Spam folder. This separates or removes Spam and unwanted email from clogging your important folders.


• Users have the option to set up separate signatures for different folders. This helps their responses to be more specific.