Reply Forwarding and Label Routing

Purpose

This article explains how to forward inbound email replies from a mailbox to one or more external addresses, including how to forward only when specific Super Inbox labels are present—so triaged or AI-labeled conversations can route to the right team inbox.

Prerequisites

• Team access in SuperSend with permission to manage senders.
• A connected email sender (mailbox) that uses the detailed account form (SMTP/IMAP Manual configuration) where the Forwarding section appears.
• For label-based routing: labels already exist for your team (they are applied in Super Inbox or by automation).

Steps

1. Go to Senders in the team sidebar.
2. Open the sender you want to configure (or add an email sender and complete connection until you see SMTP Settings, IMAP Settings, and Forwarding).
3. Scroll to the Forwarding section.
4. Choose one of these setups:

• Single destination, all replies: Click + Add forwarding destination. Enter addresses in Forward to (comma-separated). Leave Filter as Forward all replies.
• Only certain labels: Add a destination, set Filter to Only forward labeled replies, then choose one or more labels. Replies are forwarded to that destination only when the conversation has at least one selected label.
• Multiple destinations: Click + Add forwarding destination again. Each destination can use Forward all replies or Only forward labeled replies with its own label set, so different labels can route to different inboxes.

5. Save the sender (or complete the add-sender flow) so your changes persist.

Expected Result

• While Forwarding includes at least one destination with Forward to filled in, matching inbound replies are forwarded according to each rule’s filter.
• When you use Only forward labeled replies, forwarding happens when the conversation has a matching label (including labels applied manually in Super Inbox or by categorization, depending on your setup).

Troubleshooting

• Issue: Replies are not forwarded at all.

Fix: Confirm Forward to includes valid addresses, the sender is connected, and IMAP/reply tracking is working. Ensure at least one forwarding destination is configured; if you removed all destinations, only the legacy Forward to column (if your team still uses it from bulk/table flows) may apply—prefer configuring destinations under Forwarding.

• Issue: Everything forwards, but you expected forwarding only for certain labels.

Fix: Open the sender and check Filter for that destination. It must be Only forward labeled replies with at least one label selected. Forward all replies sends every reply to that destination.

• Issue: Labeled conversation still did not forward.

Fix: Confirm the conversation shows the label in Super Inbox before or when the reply is processed. Check that the label you selected on the rule is the same one applied to the conversation.

Related Articles

• Senders Overview
• Super Inbox Overview
• Labels, Filters, and Saved Views

Updated on: 26/03/2026