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# Reply Forwarding and Label Routing

# 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](https://help.supersend.io/en/article/senders-overview-vqg87v/)
- [Super Inbox Overview](https://help.supersend.io/en/article/super-inbox-overview-bm8u0u/)
- [Labels, Filters, and Saved Views](https://help.supersend.io/en/article/labels-filters-and-saved-views-1i53xar/)