Understand how AskNicely handles reply behavior, system defaults, and user notifications when emails are sent and received through workflows or the Response page.
❓ Frequently Asked Questions
💬 When a contact replies to a Workflow email, does the reply go to the "From" email?
No.
AskNicely uses the Reply-To email, not the From email, to route contact replies. If the Reply-To is left blank, the system defaults to sending replies to the Primary Contact (configured in Settings > Account > Settings).
📥 In what cases does AskNicely default replies to the Primary Contact?
AskNicely will send replies to the Primary Contact (configured in Settings > Account > Settings) when:
The "Show Replies in AskNicely" toggle is enabled in the Workflow but no valid Reply-To user is set.
The user originally designated in the Reply-To has been deleted from AskNicely, but their email is still referenced in a workflow.
📨 What email address is used when I reply from the Response page?
When you reply directly from the Response page, the From address is the email address of the AskNicely User who is performing the reply.
When the contact replies back to that message, it will go to that user's inbox.
🧠 How does email routing work with Assigned Cases and the "Notify Me" toggle?
Assigned Cases use AskNicely’s system notification email, which is noreply@asknicely.com. This is not the same as workflow-triggered emails.
If a User toggles “Notify Me” on for Assigned Cases, they will receive notification emails from this system address.
These notifications are not part of the reply email thread, and are purely internal alerts.
🙋 Need Help?
Have questions about configuring Reply-To behavior or setting up user roles for email routing?
📩 Contact AskNicely Support — we're happy to help you sort it out!