If you are using a Microsoft, Outlook, Hotmail or Live email account, and you're not seeing your clients' email replies within Studio Ninja, setting up a rule can help.
This guide will show you how to create a simple rule to forward your emails. This ensures email replies from clients are tracked correctly in Studio Ninja.
Note: Before you proceed, please set up a unique email address in Settings > Email Settings > SMTP > I want to track incoming email replies. You can check this help article for the steps here.
Step-by-Step Guide:
Sign In to your Microsoft account
Open https://outlook.live.com/ in your web browser and sign in.Go to Settings
Click the gear icon in the upper right corner to access "Settings."Find Mail and Rules
In the Settings menu, select "Mail" and then "Rules."Add a New Rule
Click "Add new rule."Name the Rule
Give your rule a name like "Email Forwarding."Set the Condition
Choose "To" from the "Add a condition" dropdown.Enter Your Outlook/Hotmail/Live Address
Type in your email address.Choose the Action
Select "Forward to" from the "Add an action" dropdown.Enter the Forwarding Address
Enter the Studio Ninja forwarding email address. You can find it in Settings > Email Settings > SMTP Server (Settings).
Save the Rule
Click "Save" and you're all set!
If you get the error message "Remote Server returned '550 5.7.520 Access denied, Your organization does not allow external forwarding. Please contact your administrator for further assistance. AS(7555)" after setting up the email forwarding, it's possible that your email provider doesn't support external email forwarding. To resolve this, follow these steps:
Contact your organization's administrator to check if external forwarding is enabled for your organization or your account.
Have the administrator log in to the Microsoft admin center and navigate to Security > Threat management > Policy > Anti-spam.
Edit the Outbound spam filter policy and set Automatic forwarding to On - Forwarding is enabled.
Alternatively, your administrator can create a new custom outbound spam policy with automatic external email forwarding enabled and assign it to your account.
Please note that changes may take some time to take effect.
For detailed instructions, refer to the guide on configuring outbound spam filtering in Exchange Online Protection (EOP).
Questions?
If you need help with anything we are here for you :-)
Message us in-app by clicking on the green chat icon on the bottom right hand side and one of our friendly staff with give you a hand. (Users accessing their account from the mobile app can click on Settings > Open Settings in web browser).
Book a training session and Chris will help you through every step of the process to get you setup as quickly as possible. He can also answer any questions you may have and also make sure your account is running in the most efficient way.