How could these auto-reply messages be enabled?

Northern Trail Outfitters (NTO) send emails from Content Builder and Journey Builder. When subscribers reply to an email, NTO would like to send an auto-reply message using a pre-defined HTML email that explains email replies are unmonitored and they should call NTO for any inquiries.

How could these auto-reply messages be enabled?

A. From the Reply Mail Management settings page, choose the ‘Create Custom Response’ option under ‘Automated Response Email for Remaining Replies’ section and select the HTML email from the ‘define email’ link.

B. Create a Triggered Send and on the Reply Mail Management settings page, choose the ‘Create Custom Response’ option under ‘Automated Response Email for Remaining Replies’ section, then select the Triggered Send email.

C. Create a Triggered Send and from a Sender Profile properties page, enable ‘Custom Reply Mail Management Settings’, ‘Use Auto Reply’ and ‘Reply using triggered send’ options, then select the Triggered Send email.

D. Open Admin > Account Setting page in Email Studio and in the ‘Auto Reply Email’ section, select ‘Custom’ and paste the HTML email code into the text area field.

View Answer

Answer: A

Explanation:

For handling auto-reply messages in Salesforce Marketing Cloud, the Reply Mail Management (RMM) functionality is utilized. This is designed to handle and manage email replies from subscribers. The correct steps to set up an auto-reply using a predefined HTML email are:

A. From the Reply Mail Management settings page, choose the ‘Create Custom Response’ option under ‘Automated Response Email for Remaining Replies’ section and select the HTML email from the ‘define email’ link.

This option accurately describes the way to set up an automated response in Reply Mail Management. Once you’re on the RMM settings page, you can define how you want replies to be handled, including setting up custom auto-responses.

Breaking down the other options:

B. Create a Triggered Send and on the Reply Mail Management settings page, choose the ‘Create Custom Response’ option under ‘Automated Response Email for Remaining Replies’ section, then select the Triggered Send email: This mixes the concepts of Triggered Sends with RMM. While you can use Triggered Sends for different purposes, you don’t need them specifically for the use case described.

C. Create a Triggered Send and from a Sender Profile properties page, enable ‘Custom Reply Mail Management Settings’, ‘Use Auto Reply’ and ‘Reply using triggered send’ options, then select the Triggered Send email: Again, this mingles the concepts of Triggered Sends and RMM, leading to unnecessary complexity for the scenario described.

D. Open Admin > Account Setting page in Email Studio and in the ‘Auto Reply Email’ section, select ‘Custom’ and paste the HTML email code into the text area field: This option doesn’t correctly represent how the Reply Mail Management process works in Marketing Cloud.

So, the correct answer is:

A. From the Reply Mail Management settings page, choose the ‘Create Custom Response’ option under ‘Automated Response Email for Remaining Replies’ section and select the HTML email from the ‘define email’ link.