Changing bounce/reply mailbox for sender addresses

[VVi1]

Hi Team,

We’re sending client emails via Adobe Campaign, and at the moment we can only use sender addresses with domains like:

• @email.[company1].com

• @email.[company2].com

Right now, these sender addresses are tied to a single inbox (for example, info@[company1].com), so all bounces and replies end up there.

We’d like to have those emails go to a different shared mailbox instead (for example, comms@[company1].com).

We’ve checked internally and were told this might be something set up on the backend or by the application owner, and that it should be possible to update or redirect where those emails are sent.

Has anyone done this before and Could we please help

[Balaji_V]

Hi,

Please update the configuration so that:

• Reply-To address: comms@[company1].com

• From address: No change

• Bounce handling: No change (should continue to be managed by Adobe Campaign)

Ask the ACC admin to update:

Administration → Platform → External Accounts → Email routing

OR

Administration → Channels → Email → Delivery defaults

Set default:

• Reply-To = comms@[company1].com

This way, all deliveries automatically use the shared mailbox. This ensures customer replies are sent to the correct shared mailbox, while bounce processing remains unaffected.

Configure with

• Within Adobe Campaign (preferred), by setting the default Reply-To address, or

• At the mail server level, by redirecting replies from the current inbox to the shared mailbox

so the outcome may be 

• Client replies go to the appropriate shared mailbox

• Bounce handling and deliverability remain unchanged

• Improved monitoring and response management for campaign communications

Please try this and let me know.

Thanks,

Bala

[VVi1]

Hi @Balaji_V 

If my understanding is correct 

should i need to change the reply to address in below or where ill have to change 

Also, could you please help me to get understand of below why this can't work 

or can you please share any attachment like where i supposed to change

[Balaji_V]

Yes, your understanding is correct, and I’ll clarify both points.

Where the change should be made?

To redirect customer replies to a different mailbox, you need to update the Reply-To configuration, not the bounce configuration.

The Reply-To value can be set:

• At delivery level – this applies only to that specific email delivery, or
• At platform level (recommended) – this applies automatically to all email deliveries

Once the Reply-To address is configured, all customer responses will be sent to the shared mailbox, while the sender/from address remains unchanged.

Why the bounce configuration won’t work?

The bounce-related setting you highlighted is not meant for handling replies. It is used internally by Adobe Campaign to:

• Capture hard and soft bounces
• Classify delivery errors
• Maintain deliverability and reporting

This address is monitored by Adobe Campaign’s mail processing engine. Changing or redirecting it will not route customer replies and may negatively affect bounce tracking and deliverability.

To Conclude 

• Use Reply-To to control where customer replies are delivered
• Leave Bounce handling unchanged and managed by Adobe Campaign
• No change is required to the From/Sender address

This setup cleanly separates customer replies from bounce processing and ensures both work as expected.

Hope this helps.

Let me know if you need further clarification.