A Master Inbox plays a crucial role in ensuring that replies from your email sequences are routed correctly. However, it's essential to understand the impact when a Master Inbox gets disconnected, removed, or changed. This guide will walk you through what to expect and how it affects your leads and sequences, specifically those with email stages.
Why Keeping Your Master Inbox Connected Is Important
Your Master Inbox acts as the central point for receiving replies from multiple mailboxes. If it becomes disconnected, removed, or changed, it directly impacts the communication flow for all mailboxes that route their replies to it, particularly in sequences that include email stages.
Key Consequences:
- Effect on Forwarding: When a Master Inbox is disconnected, all mailboxes that forward replies to it will be affected. Replies received by the Master Inbox won’t be detected by Amplemarket, which can disrupt ongoing conversations with leads.
- Paused Sequences: Leads in sequences using the Master Inbox or any mailboxes routing replies to it will be paused. They will not progress in the sequence until the Master Inbox is reconnected or the situation is resolved.
What Happens When a Master Inbox Is Disconnected?
When a Master Inbox is temporarily disconnected from Amplemarket, the platform assumes it can no longer detect replies from the leads in sequences with email stages that use that inbox.
Here's what you need to know:
- Paused Leads (Sequences with Email Stages Only): All leads in sequences with email stages that rely on the disconnected Master Inbox, or any mailboxes forwarding replies to it, will be moved to a "paused" state. This only applies to sequences that include email stages.
- Paused Leads Notification: If a lead is paused due to a Master Inbox disconnection, the status will show master_mailbox_disconnected. This means the lead was either directly tied to the Master Inbox or part of a sequence using a mailbox that forwards replies to it.
- Cascading Effect: The disconnection affects all mailboxes that forward replies to the Master Inbox, pausing all related leads in sequences with email stages.
How to Fix It:
- To resume your paused sequences, reconnect the Master Inbox as soon as possible. Once the Master Inbox is reconnected, the paused leads and their sequences will automatically resume.
What Happens When a Master Inbox Is Removed?
If the Master Inbox is permanently removed, it has a more significant impact on your sequences, especially those with email stages.
Here’s what happens when the Master Inbox is removed:
- Leads in Sequences with Email Stages Are Removed: If a lead has already received an email in a sequence that relied on the Master Inbox, that lead will be removed from the sequence. Since replies cannot be tracked without the Master Inbox, these leads are removed to avoid miscommunication.
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Removal Reason: If a lead is removed because the Master Inbox was removed, the reason will appear as
master_mailbox_removed. These leads cannot be retried or re-added to the sequence. - Reply Sequences Are Cancelled: Any ongoing reply sequences that were linked to the Master Inbox will be cancelled. This prevents any further follow-up emails from being sent to leads who may have already replied.
Impact on Mailboxes Routing Replies to the Master Inbox:
- When a Master Inbox is removed, the Reply-To field for all mailboxes routing replies to it will be cleared. These mailboxes will no longer forward replies to the removed Master Inbox.
What Happens When a Master Inbox Is Changed?
Changing the Master Inbox (e.g., setting a new one or clearing the existing Master Inbox) also affects your sequences with email stages.
Here’s what happens when the Master Inbox is changed:
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Leads in Sequences with Email Stages Are Removed: If an email has already been sent to a lead in a sequence using the former Master Inbox, that lead will be removed from the sequence to avoid sending follow-ups that can’t be tracked.
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Changed Reason: Leads removed due to a Master Inbox change will show the reason as
master_mailbox_changed. These leads cannot be retried. - Reply Sequences Are Cancelled: As with removal, any reply sequences linked to the Master Inbox will be cancelled to ensure no further communication breakdowns.
Why a Master Inbox Might Be Changed:
- The mailbox’s Master Inbox is updated to a new one.
- The Master Inbox is cleared, removing any forwarding settings.
- The new Master Inbox might already be linked to other mailboxes, requiring the system to clear previous forwarding settings to avoid conflicts.
If you have any issues, feel free to contact support at support@amplemarket.com.