Route Mailchimp Replies to Know Reply

Mailchimp is the one platform on this list with no Reply-To field to fill in. Replies go to the From email address on the email, so that is the field you change. If Mailchimp Inbox is switched on for an email, Mailchimp swaps in its own tracking address at inbound.mailchimpapp.net and keeps the replies, which is why that setting has to stay off.

What to paste: mailchimp@reply.yourbrand.com

Your domain has to be verified in Know Reply first. See How a reply domain works.

Set the From address on an email

1. Click Campaigns, then All campaigns, and open the draft you want to change.
2. In the From section, click Add From or Edit From.
3. Enter your from name and mailchimp@reply.yourbrand.com as the email address, then click Save.
4. Open Settings & Tracking in the email builder and make sure Use Inbox to manage replies is unchecked.

Mailchimp may ask you to verify the domain after you save. The verification message is sent to the address itself, and because your subdomain’s MX record points at Know Reply, it arrives in your Know Reply workspace rather than in a mailbox. Open it there and click the link.

Turn Inbox off account-wide

If someone on your team enabled Inbox for all campaigns, the per-email checkbox will not be enough.

1. Go to Audience, then Inbox.
2. Open the Sources menu and click Manage.
3. Under Manage Campaigns & Automation Replies, remove the sources you do not want Mailchimp intercepting.

Campaign email and transactional email are separate products

Everything above covers Mailchimp campaigns and Customer Journeys. Mailchimp Transactional, still commonly called Mandrill, is a separate product with its own sending, and it does have a real Reply-To. Set it per message in the API call (headers: { "Reply-To": "mailchimp@reply.yourbrand.com" }) or on the template. If you send receipts and password resets through Mandrill, set that separately, and consider a different local part such as receipts@reply.yourbrand.com so you can route those to a different agent.

Check it worked

Send a test, reply to it, and confirm the reply lands in Know Reply rather than in Mailchimp Inbox. If it shows up in Inbox instead, the checkbox in Settings & Tracking is still on for that email.

More on the Mailchimp side of the workflow: Know Reply and Mailchimp.