Articles on: Senders

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 and how to control whether unsubscribe replies are forwarded.


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.
  6. If you want unsubscribe replies forwarded too, set Forward unsubscribe replies to Yes. Leave it as No if you do not want opt-out messages routed to your external inboxes.
  7. Save the sender (or complete the add-sender flow) so your changes persist.


Clear forwarding on many senders at once


  1. On Senders, select the mailboxes you want to update, then choose Edit Senders.
  2. In the Forwarding section, check Clear field.
  3. Click Save. SuperSend removes all forwarding destinations (and related forwarding settings) from every selected sender.


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).
  • When Forward unsubscribe replies is Yes, unsubscribe replies are forwarded to every configured forwarding destination even if a destination normally forwards only labeled replies.


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.


  • Issue: Unsubscribe replies are missing from your external inbox.

Fix: Open the sender and set Forward unsubscribe replies to Yes. This setting is separate from the normal Forward all replies vs Only forward labeled replies filter.



Updated on: 20/10/2026

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