Your survey emails can send from one address and receive replies at another. The email survey template settings include a Reply-to field, along with Cc, Bcc, and Preview text controls.
Reply-to: route replies anywhere
When a customer hits reply on a survey email, the reply goes to the Reply-to address if one is set, instead of the From address.
Common setup: Send from a no-reply or brand address, receive replies in a shared support or CX inbox
The Reply-to address does not need to be on your verified sending domain. Any working mailbox is accepted, so you can send from surveys@yourbrand.com and receive replies at a personal or third-party address.
Reply-to only affects direct email replies. Survey responses (scores and comments) are still collected in Retently as usual.
Cc and Bcc
You can add Cc and Bcc recipients to your survey emails:
Cc recipients are visible to the customer and receive a copy of every survey email
Bcc recipients receive a copy invisibly, which is useful for logging surveys in a CRM or keeping a teammate in the loop
Cc and Bcc apply to every email the campaign sends. Use them for systems and teammates, not for surveying additional people. To survey more recipients, add them as contacts to the campaign audience.
Preview text
Preview text is the short snippet most inbox apps (Apple Mail, Gmail, Outlook) show next to or under the subject line. You can now set it for every survey email template instead of letting the email client pick the first text it finds in the message.
The field accepts up to 80 characters. A good preview line complements the subject rather than repeating it.
Where to find these settings
Open your campaign's template editor and select the Email settings tab
In the From email row, click the expand control on the right side of the From address
The row unfolds to reveal the Reply-to, Cc, and Bcc fields
Preview text has its own field below the Subject line
A blue indicator dot appears on the collapsed section whenever a Reply-to, Cc, or Bcc value is configured, so you can tell at a glance that something is set without expanding it.