Configure GoHighLevel Email Reply & Forward Settings

To configure your GoHighLevel email reply and forward settings, go to Settings → Email Services → Reply & Forward Settings. This setup helps you manage how incoming replies are handled and ensures vital communications are tracked or shared internally. The entire configuration process typically takes about 5-10 minutes.

• ✓Always use Mailgun or LC Email as your SMTP provider to enable forwarding and BCC features.
• ✓Set a forwarding address to automatically send copies of lead replies to specific team members' inboxes.
• ✓Understand that setting a custom reply address will route replies outside of GoHighLevel's Conversations tab.
• ✓Utilize BCC emails to maintain an internal record of all 1-on-1, workflow, and billing emails sent from your location.
• ✓Ensure reply tracking is enabled for non-Mailgun/LC Email SMTPs to capture all responses within GoHighLevel's CRM.

Accessing Your Email Reply & Forward Settings

Managing how your GoHighLevel system handles incoming and outgoing email replies is crucial for effective communication and lead management. These settings allow you to control where replies go, who receives copies, and how responses are tracked within your CRM. Correct configuration ensures your team stays informed and your conversations are always recorded.

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Navigate to Email Services Settings — From your GoHighLevel dashboard, click Settings in the left-hand menu. Then, select Email Services to open the email configuration options.

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Open Reply & Forward Settings — Within the Email Services section, click on Reply & Forward Settings. This action takes you to the central hub for all reply and forwarding configurations.

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Configuring Email Forwarding Addresses

The Forwarding Address setting allows you to automatically send a copy of every lead's email reply to one or more external email inboxes. While all replies automatically appear in your GoHighLevel Conversations tab, forwarding ensures specific team members or departments receive immediate notifications in their personal or shared inboxes. This is ideal for keeping sales teams, support staff, or managers instantly updated.

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Locate the Forwarding Address Field — Once you are in Settings → Email Services → Reply & Forward Settings, find the input field labeled 'Forwarding Address'.

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Enter Your Forwarding Email(s) — Type the email address where you want replies to be copied. If you need to forward replies to multiple addresses, separate each email address with a comma (e.g., sales@yourdomain.com, support@yourdomain.com).

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Save Your Changes — After entering all desired forwarding addresses, scroll down and click the Save button. This applies your new forwarding settings immediately.

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Setting a Custom Reply-To Address

The Reply Address setting changes where replies are directed when a lead responds to your emails. By default, replies go to your GoHighLevel Conversations tab. However, if you add a custom reply-to address, all incoming replies will be routed to that specified external inbox instead. Be aware that replies sent to an external inbox will not automatically sync back to your GoHighLevel CRM.

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Find the Reply Address Section — Navigate to Settings → Email Services → Reply & Forward Settings and locate the 'Reply Address' input area.

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Add Up To Five Reply Addresses — Enter the email address(es) where you want replies to be sent. You can add up to five distinct email addresses here.

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Confirm and Save — After inputting your desired reply addresses, click the Save button to apply these changes. All future replies will now go to these external inboxes.

Using BCC Emails for Internal Tracking

BCC (Blind Carbon Copy) emails provide an invisible copy of specific outbound messages to a designated email address. This feature allows you to maintain an internal record of communications without the recipient knowing. In GoHighLevel, you can BCC 1-on-1 emails, workflow emails, and billing emails, ensuring you have an external archive for compliance or record-keeping purposes.

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Access BCC Emails Setting — Go to Settings → Email Services → Reply & Forward Settings and scroll to the 'BCC Emails' section.

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Enter BCC Email Addresses — Type the email address(es) that should receive a blind carbon copy of eligible emails. Separate multiple addresses with commas.

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Save Your Configuration — Once you have entered the BCC addresses, click the Save button to activate this setting. The system will now send BCC copies for applicable emails.

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Automatically Forwarding to the Assigned User

The 'Forward to Assigned User' feature provides a convenient way to ensure that the specific team member responsible for a lead receives email replies directly in their personal inbox. This streamlines communication and helps assigned users stay on top of their lead interactions without constantly checking the GoHighLevel platform. The email address used for forwarding is pulled from the user's profile.

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Locate the 'Forward to Assigned User' Toggle — Navigate to Settings → Email Services → Reply & Forward Settings. Find the toggle switch labeled 'Forward to Assigned User'.

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Enable the Feature — Click the toggle to switch it to the 'ON' position. This will activate automatic forwarding of replies to the lead's assigned user.

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Verify User Email Addresses — Ensure that each staff member's email address is correctly configured in their user profile by going to Settings → My Staff → Edit User → User Info. The system uses this email for forwarding.

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Save Your Settings — After enabling the toggle, click the Save button at the bottom of the page to confirm your changes. Replies will now be forwarded to the assigned user.

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Ensuring Reply Tracking for All Email Providers

Reply tracking is vital for capturing all lead responses within your GoHighLevel Conversations tab. This ensures a complete communication history, allows you to trigger automated workflows based on replies, and provides a centralized place for your team to manage interactions. While Mailgun is deeply integrated and handles reply tracking automatically, other SMTP providers require explicit activation.

Understanding Email Billing for Forwarded Messages

It's important to understand the cost implications of forwarding and BCC'ing emails within GoHighLevel. While these features offer significant benefits for communication and tracking, each forwarded or BCC'd email incurs a charge. This billing structure ensures transparency and accurately reflects the resources used by your account, especially when rebilling is enabled for sub-accounts.

Troubleshooting Common Issues

Common Mistakes to Avoid

• →Attempting to use forwarding or BCC features with an SMTP provider other than Mailgun or LC Email.
• →Setting a custom 'Reply Address' and then expecting replies to still appear in the GoHighLevel Conversations tab.
• →Forgetting to enable 'Reply Tracking' for external SMTP providers, leading to missed lead responses in the CRM.
• →Not clicking the 'Save' button after making changes to any of the Reply & Forward settings.
• →Overlooking the billing implications of forwarded and BCC'd emails, leading to unexpected charges.

Frequently Asked Questions

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