For merchants using Redo Marketing.
Current behavior
Email replies go to the address you set in From/Reply-to in the campaign editor
SMS supports compliance keywords like STOP/START which are processed automatically
General two-way SMS messaging is not supported in Redo Marketing
Note: Our product team is working on a native reply workflow. We’ll update this article when it’s available
Recommended setup
For email campaigns
Set From/Reply-to to a monitored inbox or your help desk address
Add a short line in the footer that says replies go to that inbox
Include a Contact us link to your support form or chat for faster resolution
Test by sending the campaign to yourself and replying to confirm it lands in the right queue
Tip: If you use a help desk, create a rule to tag these as “Marketing” so your team can track volume and response times
For SMS sends
Include a support link or instruction such as Text HELP for help or Visit our Help Center
Keep Reply STOP to unsubscribe in your copy where required
Avoid asking customers to reply with free-text since two-way SMS isn’t handled in-app
Tip: If you must collect a response, link to a short form or survey rather than asking for a text reply
Alternatives if you don’t want replies
Use a no-reply address in From/Reply-to
Add a line like This inbox is not monitored—please use our support form
SMS
Add a line like This number does not accept replies—visit our Help Center for support
Need more help?
If you can't find the answer you're looking for, our support team is here to help. Contact us through the support channel in your Redo dashboard or email support@getredo.com.