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Interesting problem. We do send product updates but from our CEO's email. Although we are not getting many automated replies. I think in Hubspot there is an option to filter our automated responses. What tool are you using to send those emails?

We also use our CEO's email address to send out product update emails. Reason: Our customers are mostly connected with him. He talks business with them and they will read whatever he sends. Haven't come across this issue yet. Is this seasonal?

You could use a separate email like product@pricelabs or some such variant. You could also use a separate tool for product updates with a default reply-to set to support. I’ve used sendinblue and mailchimp before that allow setting a different reply-to email. The downside is it may end up in promotions but if list is built with good hygiene, it can be done. How often are you sending product updates?

Reply-to will still have the same issue? Out of offices or any other notifications will be sent to support email? For some emails - we use MailChimp, I don't think it supports reply to. Those using CEO email - how do you handle replies? We send once a month or 2 times a month. But our email list is pretty big.

No reply to will be very specific to folks replying to the email. The out of office ones will go to the email you sent from.

@Richie Khandelwal - how about using info@ or producupdates@domain.com kind of emails The transactional emails that you mentioned can be categorized while the key ones can be looked into --> this needs dedicated time from one to filter though

Who will filter? Manually or have you created an automation on this?

I haven't seen many OoO emails. Assuming your contacts have also set-up OoO message for external audience. Mostly users don't - that is what I have encountered. Manual or automated - depends on the tool. There wasn't any need because of the volume count. But what I suggested seems to be a common practice across SaaS companies. Does the tool you use allows a automatic filter?

It doesn't - which is the problem :(

We use SIB too and yeah they have this option.

@Richie Khandelwal We use Drift email (previously Siftrock) to tackle this. The tool allows us to route 'Human Replies' to a particular email id (say support@xyz.com) and filter out automated responses (OOO, left job etc) • In case you use Hubspot, they integrate natively and also are able to pass the reason back to the CRM. ie Invalid email, left job, etc). You can also track contacts who replied and a few other options. • It is AI based, so there might be a small error margin in the beginning, but with a little bit of feedback to the system it gets better over time. • Saves a ton of time spent in handling the automated responses and other consequences. This can also be used for routing responses to Owners (targeted email campaigns to prospects, customers etc)

We get Out of Office as well but we dont send from a support email. As many said, we use some person (CEO, regional head of sales or marketing etc)and reply goes to individual person or to a group email or to no-reply. That way no support tickets are created.