This article explains when and why the system sometimes includes a "Reply-to" address in email notifications.
Introduction
All email notifications sent from AM System are sent from noreply@amsystem.com, and this address cannot be changed. However, under certain conditions, the system may include a "Reply-to" address, which is used if the recipient chooses to reply to the email notification. Whether this address is included depends on whether the notification is triggered by a user or by the system.
1. Triggered by a User
When a user creates a new case or makes changes to an existing case and saves their updates, the system checks whether a message add-on should be activated. If so, the user’s email address will appear in the “Reply-to” field.
💬 Example:
Anna has a user profile in AM System and has entered anna@company.com in the Email field of her profile. Anna opens a case and selects the option to send an email notification to an address entered in the case.
Since Anna is the one triggering the notification, her email address will be included in the "Reply-to" field of the outgoing email. The idea is that since Anna’s action caused the notification, she is the most relevant contact for any follow-up questions. (If Anna does not have an email address in her profile, no "Reply-to" address will be included.)
2. Triggered by the System Without User Interaction
Besides notifications triggered by saving a case, the system can also send scheduled notifications based on a preset time interval. This can be linked to a date field or triggered when a specific time has passed, and the system performs this check every morning. If a message add-on is triggered during this morning run, no "Reply-to" address will be included in the email. The reason is that no specific user initiated the notification, so there is no appropriate email address to include.
💡 Note: Email notifications from cases created via public registration are also sent without a "Reply-to" address because the user creating the case is not logged into AM System.
Can the "Reply-to" Address Be Changed?
No, it is not possible to set a specific "Reply-to" address for email notifications. However, the user’s email address can be changed. In the example above, this would mean that Anna could change her email to support@company.com. However, this is not recommended, as all notifications meant for Anna would then be sent to support@company.com instead.
Last updated: 3 February, 2025