Automated System Email – Redefined

From user registration, user confirmation, order confirmation, payment Confirmation, automated system email is crucial to your application.

There are multiple ways of implementing it in your application and I’ll go through the options and the way I prefer.

Single To

The Good

It’s simple. Easy to implement.

The Bad

Email replies may go to blackhole if you didn’t have anything setup depending on the provider. Providers like mailgun requires you to enable the incoming email setting first before being able to receive one.

Charges is also another thing to look into. Providers like Mailgun and Amazon SES charges for every incoming email received, so even if you have it enabled, the cost of receiving the email through your automated system email address can be very costly

Multiple Tos/Single To, Single CC

Multiple To case, support email is included in To section
Single To, Single CC case, support email is included in CC section

The Good

It’s simple. Easy to implement.

The Bad

In the case of using Gmail, when you press Reply, you’re only replying back to the automated system email address instead of support, you will need to press Reply All in order to reply to support email as well. But the downside still is from the UX standpoint, the user is replying to the automated system email address which may cause confusion. the same goes for Single To, Single CC/BCC

Introducing Reply-To

In Reply-To case, support email is in reply-to section

The Good

From a UX standpoint, it provides a smooth transition from automated system email to an actual person/team (in this case support), because when you click Reply/Reply All in Gmail, you’re only sending email to the support rather than to both support and the automated system email address

The Bad

  • Probably need some code changes for it

Conclusion

From a UX standpoint, it is better to implement Reply-To in your automated email workflow.

Did I miss out anything or said something wrong? Drop me a comment at the comment section below.

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