# Email Services Configuration - Reply & Forward Settings

> Here are a few additional configurations that you can use to receive copies of the Emails that you get in your account using a Forwarding Address or BCC. Reply Tracking is also elaborated.

- Source: https://docs.ghlcustomercare.com/docs/email/general-2/email-services-configuration-reply-forward-settings
- Section: Email / General
- Reading time: 4 min
- Images: 11, each explained below
- Modified on Mon, 13 Apr at 4:21 AM

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Email Services

# Reply & Forwarding Addresses

Configure forwarding, reply-to, BCC, and reply tracking settings for your GHL Customer Care email service.

Table of Contents

1.  [1Forwarding Address](#forwarding-address)
2.  [2Reply Address](#reply-address)
3.  [3BCC Emails](#bcc-emails)
4.  [4Forward to Assigned User](#forward-to-assigned-user)
5.  [5Billing for Forwarded Emails](#billing)
6.  [6Enable Reply Tracking – Other SMTP Providers](#reply-tracking)
    -   ·[Example With Reply Tracking](#example-with-reply-tracking)
    -   ·[Example Without Reply Tracking](#example-without-reply-tracking)
7.  [7Frequently Asked Questions](#faq)

## Where to Find Reply & Forward Settings

These settings let you receive copies of emails, configure reply-to addresses, and control how replies are tracked. To get started, navigate to:

Settings → Email Services → Reply & Forward Settings

![Email Services settings navigation](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155031378307/original/sTiyHi3hqgNimmaOnIK2tUuzV8jltXg4GQ.jpg)

**Where to Find Reply & Forward Settings (image 1 of 11)**

This screenshot appears in the "Where to Find Reply & Forward Settings" section of "Email Services Configuration - Reply & Forward Settings". For context, this section explains: Email Services Reply & Forwarding Addresses Configure forwarding, reply-to, BCC, and reply tracking settings for your GHL Customer Care email service. Table of Contents Where to Find Reply & Forward Settings These settings let you receive copies of emails, configure reply-to addresses, and control…. This part of the guide covers 7 fields, listed below.
- Fields: 1 Forwarding Address, 2 Reply Address, 3 BCC Emails, 4 Forward to Assigned User, 5 Billing for Forwarded Emails, 6 Enable Reply Tracking – Other SMTP Providers, 7 Frequently Asked Questions
- Controls: Conversations, Important, only work with Mailgun and LC Email, not sync back to the CRM, 5 email addresses, Save, BCC Scope, not, rebilling, LC Email, Mailgun (Location-owned), forwarded email

Example values (illustrative, not read from the screenshot):

- 1 Forwarding Address: 4180 W Belmont Ave
- 2 Reply Address: 4180 W Belmont Ave

Full procedure:

1. 1 Forwarding Address
2. 2 Reply Address
3. 3 BCC Emails
4. 4 Forward to Assigned User
5. 5 Billing for Forwarded Emails
6. 6 Enable Reply Tracking – Other SMTP Providers
7. 7 Frequently Asked Questions

## Forwarding Address

When a lead responds to an email, that response always appears in the **Conversations** tab. If you also want a copy of the lead's reply delivered to someone's inbox, enter that email address here.

You can enter multiple forwarding addresses separated by commas, for example:  
email1@test.com, email2@test.com, email3@test.com

⚠️

**Important** Forwarding address and BCC Emails **only work with Mailgun and LC Email**. Other SMTP providers are not supported. All incoming and outgoing emails (To, CC, and BCC) will be charged.

![Forwarding address configuration](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155031378336/original/c3rgbqnGtH4wUFzgVQHWw-xOjviN0LTHvQ.jpg)

**Forwarding Address (image 2 of 11)**

This screenshot appears in the "Forwarding Address" section of "Email Services Configuration - Reply & Forward Settings". For context, this section explains: Email Services Reply & Forwarding Addresses Configure forwarding, reply-to, BCC, and reply tracking settings for your GHL Customer Care email service. Table of Contents Where to Find Reply & Forward Settings These settings let you receive copies of emails, configure reply-to addresses, and control…. This part of the guide covers 7 fields, listed below.
- Fields: 1 Forwarding Address, 2 Reply Address, 3 BCC Emails, 4 Forward to Assigned User, 5 Billing for Forwarded Emails, 6 Enable Reply Tracking – Other SMTP Providers, 7 Frequently Asked Questions
- Controls: Conversations, Important, only work with Mailgun and LC Email, not sync back to the CRM, 5 email addresses, Save, BCC Scope, not, rebilling, LC Email, Mailgun (Location-owned), forwarded email

Example values (illustrative, not read from the screenshot):

- 1 Forwarding Address: 4180 W Belmont Ave
- 2 Reply Address: 4180 W Belmont Ave

Full procedure:

1. 1 Forwarding Address
2. 2 Reply Address
3. 3 BCC Emails
4. 4 Forward to Assigned User
5. 5 Billing for Forwarded Emails
6. 6 Enable Reply Tracking – Other SMTP Providers
7. 7 Frequently Asked Questions

## Reply Address

Adding a reply-to address routes all incoming email replies to that address _instead of_ the Conversation tab.

When you reply to a lead's email from your external inbox (outside the CRM), that reply will **not sync back to the CRM**.

You can add up to **5 email addresses**.

Navigate to Settings → Email Services → Reply & Forward Settings → Reply Address and click **Save** after adding your addresses.

![Reply address configuration](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155031547525/original/19Bs496zgaiTVo1bO9nwhTXXoA-anf5jsw.png)

**Reply Address (image 3 of 11)**

This screenshot appears in the "Reply Address" section of "Email Services Configuration - Reply & Forward Settings". For context, this section explains: Email Services Reply & Forwarding Addresses Configure forwarding, reply-to, BCC, and reply tracking settings for your GHL Customer Care email service. Table of Contents Where to Find Reply & Forward Settings These settings let you receive copies of emails, configure reply-to addresses, and control…. This part of the guide covers 7 fields, listed below.
- Fields: 1 Forwarding Address, 2 Reply Address, 3 BCC Emails, 4 Forward to Assigned User, 5 Billing for Forwarded Emails, 6 Enable Reply Tracking – Other SMTP Providers, 7 Frequently Asked Questions
- Controls: Conversations, Important, only work with Mailgun and LC Email, not sync back to the CRM, 5 email addresses, Save, BCC Scope, not, rebilling, LC Email, Mailgun (Location-owned), forwarded email

Example values (illustrative, not read from the screenshot):

- 1 Forwarding Address: 4180 W Belmont Ave
- 2 Reply Address: 4180 W Belmont Ave

Full procedure:

1. 1 Forwarding Address
2. 2 Reply Address
3. 3 BCC Emails
4. 4 Forward to Assigned User
5. 5 Billing for Forwarded Emails
6. 6 Enable Reply Tracking – Other SMTP Providers
7. 7 Frequently Asked Questions

![Reply address settings](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155031378366/original/qADgEHJ_7tnNV3n3amaaOlUmjr9frQvMeQ.jpg)

**Reply Address (image 4 of 11)**

This screenshot appears in the "Reply Address" section of "Email Services Configuration - Reply & Forward Settings". For context, this section explains: Email Services Reply & Forwarding Addresses Configure forwarding, reply-to, BCC, and reply tracking settings for your GHL Customer Care email service. Table of Contents Where to Find Reply & Forward Settings These settings let you receive copies of emails, configure reply-to addresses, and control…. This part of the guide covers 7 fields, listed below.
- Fields: 1 Forwarding Address, 2 Reply Address, 3 BCC Emails, 4 Forward to Assigned User, 5 Billing for Forwarded Emails, 6 Enable Reply Tracking – Other SMTP Providers, 7 Frequently Asked Questions
- Controls: Conversations, Important, only work with Mailgun and LC Email, not sync back to the CRM, 5 email addresses, Save, BCC Scope, not, rebilling, LC Email, Mailgun (Location-owned), forwarded email

Example values (illustrative, not read from the screenshot):

- 1 Forwarding Address: 4180 W Belmont Ave
- 2 Reply Address: 4180 W Belmont Ave

Full procedure:

1. 1 Forwarding Address
2. 2 Reply Address
3. 3 BCC Emails
4. 4 Forward to Assigned User
5. 5 Billing for Forwarded Emails
6. 6 Enable Reply Tracking – Other SMTP Providers
7. 7 Frequently Asked Questions

## BCC Emails

Receive a Blind Carbon Copy of every 1-on-1 email, workflow email, and billing email sent from this location. Configure this from Settings → Email Services → Reply & Forward Settings → BCC Emails.

ℹ️

**BCC Scope** BCC is supported only for **1-on-1 emails, workflow emails, and billing emails**. It does **not** apply to bulk or campaign emails.

![BCC email configuration](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155031378457/original/e6UutfFjMKYAJTconTpaZbdXT1s829mt9Q.jpg)

**BCC Emails (image 5 of 11)**

This screenshot appears in the "BCC Emails" section of "Email Services Configuration - Reply & Forward Settings". For context, this section explains: Email Services Reply & Forwarding Addresses Configure forwarding, reply-to, BCC, and reply tracking settings for your GHL Customer Care email service. Table of Contents Where to Find Reply & Forward Settings These settings let you receive copies of emails, configure reply-to addresses, and control…. This part of the guide covers 7 fields, listed below.
- Fields: 1 Forwarding Address, 2 Reply Address, 3 BCC Emails, 4 Forward to Assigned User, 5 Billing for Forwarded Emails, 6 Enable Reply Tracking – Other SMTP Providers, 7 Frequently Asked Questions
- Controls: Conversations, Important, only work with Mailgun and LC Email, not sync back to the CRM, 5 email addresses, Save, BCC Scope, not, rebilling, LC Email, Mailgun (Location-owned), forwarded email

Example values (illustrative, not read from the screenshot):

- 1 Forwarding Address: 4180 W Belmont Ave
- 2 Reply Address: 4180 W Belmont Ave

Full procedure:

1. 1 Forwarding Address
2. 2 Reply Address
3. 3 BCC Emails
4. 4 Forward to Assigned User
5. 5 Billing for Forwarded Emails
6. 6 Enable Reply Tracking – Other SMTP Providers
7. 7 Frequently Asked Questions

## Forward to Assigned User

The lead's assigned user receives email replies directly in their email inbox. The email is sent to the address configured under Settings → My Staff → Edit User → User Info.

![Forward to assigned user](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155031378472/original/8FqD-K9rmcAe_-g7s3oyRrYwr-6kvqjWYQ.jpg)

**Forward to Assigned User (image 6 of 11)**

This screenshot appears in the "Forward to Assigned User" section of "Email Services Configuration - Reply & Forward Settings". For context, this section explains: Email Services Reply & Forwarding Addresses Configure forwarding, reply-to, BCC, and reply tracking settings for your GHL Customer Care email service. Table of Contents Where to Find Reply & Forward Settings These settings let you receive copies of emails, configure reply-to addresses, and control…. This part of the guide covers 7 fields, listed below.
- Fields: 1 Forwarding Address, 2 Reply Address, 3 BCC Emails, 4 Forward to Assigned User, 5 Billing for Forwarded Emails, 6 Enable Reply Tracking – Other SMTP Providers, 7 Frequently Asked Questions
- Controls: Conversations, Important, only work with Mailgun and LC Email, not sync back to the CRM, 5 email addresses, Save, BCC Scope, not, rebilling, LC Email, Mailgun (Location-owned), forwarded email

Example values (illustrative, not read from the screenshot):

- 1 Forwarding Address: 4180 W Belmont Ave
- 2 Reply Address: 4180 W Belmont Ave

Full procedure:

1. 1 Forwarding Address
2. 2 Reply Address
3. 3 BCC Emails
4. 4 Forward to Assigned User
5. 5 Billing for Forwarded Emails
6. 6 Enable Reply Tracking – Other SMTP Providers
7. 7 Frequently Asked Questions

## Billing for Forwarded Emails

Forwarded messages are billed the same way as normal outgoing emails when **rebilling** is enabled, improving usage accuracy and transparency.

| Service | Applies To |
| --- | --- |
| **LC Email** | Agency and sub-account (when rebilling is enabled) |
| **Mailgun (Location-owned)** | Sub-account only |

Each **forwarded email** incurs a per-email charge aligned to regular email sending rates.

?

**How to verify charges** Check billing entries for **Billing Source Type** (the service that generated the charge) and **Billing Trigger ID** (unique identifier for the forwarded-email event).

## Enable Reply Tracking – Other SMTP Providers

There is no option to enable reply tracking for Mailgun since it is directly integrated with the Receiving Route set up in Mailgun. [Learn how to set up replies in Mailgun →](https://docs.ghlcustomercare.com/docs/email/mailgun/how-to-setup-replies-in-mailgun)

If you mask the sender email (e.g. testing@gmail.com), the reply-to address will show as **testing@replies.subdomain.com** — the Mailgun subdomain configured for the location in Agency Settings → Mailgun.

Replies will still appear correctly in the sub-account's Conversation tab.

![Reply tracking SMTP screenshot](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48286916898/original/w-1dICJ2Bsh_RZAP7ac2r7jnJsfEuOMb8Q.png)

**Enable Reply Tracking – Other SMTP Providers (image 7 of 11)**

This screenshot appears in the "Enable Reply Tracking – Other SMTP Providers" section of "Email Services Configuration - Reply & Forward Settings". For context, this section explains: Email Services Reply & Forwarding Addresses Configure forwarding, reply-to, BCC, and reply tracking settings for your GHL Customer Care email service. Table of Contents Where to Find Reply & Forward Settings These settings let you receive copies of emails, configure reply-to addresses, and control…. This part of the guide covers 7 fields, listed below.
- Fields: 1 Forwarding Address, 2 Reply Address, 3 BCC Emails, 4 Forward to Assigned User, 5 Billing for Forwarded Emails, 6 Enable Reply Tracking – Other SMTP Providers, 7 Frequently Asked Questions
- Controls: Conversations, Important, only work with Mailgun and LC Email, not sync back to the CRM, 5 email addresses, Save, BCC Scope, not, rebilling, LC Email, Mailgun (Location-owned), forwarded email

Example values (illustrative, not read from the screenshot):

- 1 Forwarding Address: 4180 W Belmont Ave
- 2 Reply Address: 4180 W Belmont Ave

Full procedure:

1. 1 Forwarding Address
2. 2 Reply Address
3. 3 BCC Emails
4. 4 Forward to Assigned User
5. 5 Billing for Forwarded Emails
6. 6 Enable Reply Tracking – Other SMTP Providers
7. 7 Frequently Asked Questions

![Reply tracking settings](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155031378496/original/gePZQCEUWIstIyH1C68WKaiSaOcgjonr8Q.jpg)

**Enable Reply Tracking – Other SMTP Providers (image 8 of 11)**

This screenshot appears in the "Enable Reply Tracking – Other SMTP Providers" section of "Email Services Configuration - Reply & Forward Settings". For context, this section explains: Email Services Reply & Forwarding Addresses Configure forwarding, reply-to, BCC, and reply tracking settings for your GHL Customer Care email service. Table of Contents Where to Find Reply & Forward Settings These settings let you receive copies of emails, configure reply-to addresses, and control…. This part of the guide covers 7 fields, listed below.
- Fields: 1 Forwarding Address, 2 Reply Address, 3 BCC Emails, 4 Forward to Assigned User, 5 Billing for Forwarded Emails, 6 Enable Reply Tracking – Other SMTP Providers, 7 Frequently Asked Questions
- Controls: Conversations, Important, only work with Mailgun and LC Email, not sync back to the CRM, 5 email addresses, Save, BCC Scope, not, rebilling, LC Email, Mailgun (Location-owned), forwarded email

Example values (illustrative, not read from the screenshot):

- 1 Forwarding Address: 4180 W Belmont Ave
- 2 Reply Address: 4180 W Belmont Ave

Full procedure:

1. 1 Forwarding Address
2. 2 Reply Address
3. 3 BCC Emails
4. 4 Forward to Assigned User
5. 5 Billing for Forwarded Emails
6. 6 Enable Reply Tracking – Other SMTP Providers
7. 7 Frequently Asked Questions

### ✅ Example With Reply Tracking

The reply-to address shown in the email header is the Mailgun subdomain address. This allows the system to capture replies and route them back into the **Conversation tab**, where you can read, respond, or trigger automated workflows using tags.

?

**Important** Copying the reply-to address and sending a brand-new email to it will _not_ route back to the Conversation tab. You must reply to the original email sent from the system.

![Example with reply tracking enabled](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48260597029/original/MM1xCqK_FV3P9RIVLiwReIssTd-Qb4hbIQ.png)

**✅ Example With Reply Tracking (image 9 of 11)**

This screenshot appears in the "✅ Example With Reply Tracking" section of "Email Services Configuration - Reply & Forward Settings". For context, this section explains: Email Services Reply & Forwarding Addresses Configure forwarding, reply-to, BCC, and reply tracking settings for your GHL Customer Care email service. Table of Contents Where to Find Reply & Forward Settings These settings let you receive copies of emails, configure reply-to addresses, and control…. This part of the guide covers 7 fields, listed below.
- Fields: 1 Forwarding Address, 2 Reply Address, 3 BCC Emails, 4 Forward to Assigned User, 5 Billing for Forwarded Emails, 6 Enable Reply Tracking – Other SMTP Providers, 7 Frequently Asked Questions
- Controls: Conversations, Important, only work with Mailgun and LC Email, not sync back to the CRM, 5 email addresses, Save, BCC Scope, not, rebilling, LC Email, Mailgun (Location-owned), forwarded email

Example values (illustrative, not read from the screenshot):

- 1 Forwarding Address: 4180 W Belmont Ave
- 2 Reply Address: 4180 W Belmont Ave

Full procedure:

1. 1 Forwarding Address
2. 2 Reply Address
3. 3 BCC Emails
4. 4 Forward to Assigned User
5. 5 Billing for Forwarded Emails
6. 6 Enable Reply Tracking – Other SMTP Providers
7. 7 Frequently Asked Questions

### ❌ Example Without Reply Tracking

Without reply tracking, the reply-to address points to the configured sender email. Responses go directly to that inbox and are **not captured** in the Conversation tab.

![Example without reply tracking](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48260597698/original/IFF1KAgY2Qq0-jX_xY_cHqEWOSsOv33SJg.png)

**❌ Example Without Reply Tracking (image 10 of 11)**

This screenshot appears in the "❌ Example Without Reply Tracking" section of "Email Services Configuration - Reply & Forward Settings". For context, this section explains: Email Services Reply & Forwarding Addresses Configure forwarding, reply-to, BCC, and reply tracking settings for your GHL Customer Care email service. Table of Contents Where to Find Reply & Forward Settings These settings let you receive copies of emails, configure reply-to addresses, and control…. This part of the guide covers 7 fields, listed below.
- Fields: 1 Forwarding Address, 2 Reply Address, 3 BCC Emails, 4 Forward to Assigned User, 5 Billing for Forwarded Emails, 6 Enable Reply Tracking – Other SMTP Providers, 7 Frequently Asked Questions
- Controls: Conversations, Important, only work with Mailgun and LC Email, not sync back to the CRM, 5 email addresses, Save, BCC Scope, not, rebilling, LC Email, Mailgun (Location-owned), forwarded email

Example values (illustrative, not read from the screenshot):

- 1 Forwarding Address: 4180 W Belmont Ave
- 2 Reply Address: 4180 W Belmont Ave

Full procedure:

1. 1 Forwarding Address
2. 2 Reply Address
3. 3 BCC Emails
4. 4 Forward to Assigned User
5. 5 Billing for Forwarded Emails
6. 6 Enable Reply Tracking – Other SMTP Providers
7. 7 Frequently Asked Questions

## Frequently Asked Questions

Q Why are attached files not forwarded along with email replies?

The forwarding settings in the Email Services tab do not support forwarding attachments. If a contact replies with an attachment, you must log in to the GHL Customer Care conversation view to access it.

Q Why do the forwarding emails I've added disappear after saving?

If email addresses are invalid, or they conflict with a dedicated domain added to your sub-account, they cannot be used as a forwarding address and will not be saved.

Q Are forwarded emails free?

No. When **rebilling** is enabled, each forwarded email is billed like a normal outgoing email.

Q Which services does forwarding billing apply to?

**LC Email** (Agency and sub-account when rebilling is enabled) and **Mailgun (Location-owned)** at the sub-account level.

Q Do forwarded emails use the same per-email rate as regular sends?

Yes — charges are aligned with standard email send rates. _(Confirm with your account manager for any plan-specific markup or fees.)_

Q Where can I verify which forwarded emails were billed?

Check your billing views for **Billing Source Type** (the service that generated the charge) and **Billing Trigger ID** (the unique event ID) to trace each charge. _(Confirm the exact page and CSV columns with your account team.)_

Q Do these charges apply if rebilling is turned off?

No. Forwarded-email charges require **rebilling** to be enabled for the sub-account.

Q Is this change retroactive?

Charges typically apply from the effective date forward. _(Confirm the exact effective date and retroactivity details with your account manager.)_

Q Does agency-level Mailgun forwarding get billed?

This update references **Mailgun (Location-owned) at the sub-account level only**. Agency-level Mailgun forwarding is not covered under this billing update.

![FAQ supporting screenshot](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155029443187/original/_qck3ZATobcGzaVOA4RzV5XfjyYYBRnrLA.jpg)

**Frequently Asked Questions (image 11 of 11)**

This screenshot appears in the "Frequently Asked Questions" section of "Email Services Configuration - Reply & Forward Settings". For context, this section explains: Email Services Reply & Forwarding Addresses Configure forwarding, reply-to, BCC, and reply tracking settings for your GHL Customer Care email service. Table of Contents Where to Find Reply & Forward Settings These settings let you receive copies of emails, configure reply-to addresses, and control…. This part of the guide covers 7 fields, listed below.
- Fields: 1 Forwarding Address, 2 Reply Address, 3 BCC Emails, 4 Forward to Assigned User, 5 Billing for Forwarded Emails, 6 Enable Reply Tracking – Other SMTP Providers, 7 Frequently Asked Questions
- Controls: Conversations, Important, only work with Mailgun and LC Email, not sync back to the CRM, 5 email addresses, Save, BCC Scope, not, rebilling, LC Email, Mailgun (Location-owned), forwarded email

Example values (illustrative, not read from the screenshot):

- 1 Forwarding Address: 4180 W Belmont Ave
- 2 Reply Address: 4180 W Belmont Ave

Full procedure:

1. 1 Forwarding Address
2. 2 Reply Address
3. 3 BCC Emails
4. 4 Forward to Assigned User
5. 5 Billing for Forwarded Emails
6. 6 Enable Reply Tracking – Other SMTP Providers
7. 7 Frequently Asked Questions

Related Articles

 [? Email Re-Billing on Unlimited & Pro Plans](https://docs.ghlcustomercare.com/docs/saas-configurator/saas-mode/email-re-billing-on-the-unlimited-297-2970-and-pro-497-4970-plans)   [? What is LC Email?](https://docs.ghlcustomercare.com/docs/email/lc-email/what-is-lc-email)   [? Rebilling, Reselling & Wallets Explained](https://docs.ghlcustomercare.com/docs/miscellaneous/miscellaneous/rebilling-reselling-and-wallets-explained)   [? Analyze Agency Spending on LC Communications](https://docs.ghlcustomercare.com/docs/email/lc-communication-billing/how-to-analyze-an-agency-s-spending-on-lc-communications)   [? Account Billing Dashboard (Sub-Account)](https://docs.ghlcustomercare.com/docs/settings/sub-account-settings/account-billing-dashboard)   [⚙️ Email Services – Reply & Forward Settings](https://docs.ghlcustomercare.com/docs/email/general-2/email-services-configuration-reply-forward-settings)

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Documentation for GHL Customer Care. Support: support@ghlcustomercare.com