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Changing the 'reply-to' email address for automated messages

Learn how to designate who receives customer responses

Anni avatar
Written by Anni
Updated this week

Automated emails like confirmations, cancellations, transfers, and reminders are sent to your customers from Bookwhen. When a customer replies, the response goes to the designated team member. By default, replies are sent to the primary Account Owner.

This article explains how to update the 'reply-to' email for automated messages so responses reach the right team member.


Viewing the 'Reply-to' email address

To review who the 'Reply-to' team member it:

  1. Select Account, then Team from the left-hand menu on your account.

  2. A 'Reply-to' tag will appear next to the team member. For example:

    Team page with an arrow pointing at the 'Reply-to' tag


Changing the 'Reply-to' email address

💡 Only Account owners can change the settings of another team member.

To change the 'reply-to' email address:

  1. Select Account, then Team from the left-hand menu on your account.

  2. Select the pencil and paper 📝 icon next to the team member to open their settings:

    Team page with arrow pointing at the pencil and paper icon

  3. Select/deselect the Set as 'Reply-to' email address for all system emails sent from this business checkbox:

    Team member settings with the ' Set as 'Reply-to' email address for all system emails sent from this business checkbox' highlighted

Important notes

  • You can't remove the Reply-to setting entirely, at least one team member must always be assigned to receive replies. To change the Reply-to email address, first assign it to the new team member, then remove it from the current one.

  • You cannot change your admin account email from this page. To update the email you use to log in, please follow our How to change your log-in email help article.


💬 Need extra help?

  • For the quickest response, contact us via live chat on our homepage or your account. Buddy, our trusty chatbot, will assist first and pass you to a support team member if needed.

  • Prefer email? Send us an email instead.

Thank you! 🕺

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