Email Deliverability

  • Profile Image
    olesyanovik
    Asked on April 09, 2019 at 08:43 PM

    Hello,

    Wondering if you can assist.

    When someone submits one of our contact forms jotform sends us a notification from which we can reply to the customer who filled out the form.

    However it used to be that we could just reply to the notification and the customer would 98% of the time get our reply to their inquiry.

    Right now though if we reply to the inquiry directly they never receive the reply.

    The only way for us to get in touch with the customer's email that completed the jotform is to open a separate email and then reply to that email separately and NOT by replying to the form they filled out.

     

    Did something change on your end as it didn't change on ours.

     

    Let us know how we can improve deliverabilty as we can no longer get in touch with customers that complete the jotform by replying to the notification.

     

    Thanks

  • Profile Image
    jherwin
    Answered on April 09, 2019 at 11:04 PM

    I made tests on my end and I was not able to replicate the issue. Can you please check the notification of your form if the "Reply-to-Email" is configured correctly?
    1554865353notification2.png

    Also, please tell us the form to which this issue is related to so we can look at it.