Configuring Email Replies with Mailgun

To ensure replies to your emails are captured and routed back to the correct conversation in your CRM, you must properly configure Mailgun's inbound webhook. This process involves setting up a receiving route in your Mailgun account to forward incoming replies to your CRM's processing endpoint.

Verify or Create a Receiving Route in Mailgun

Log in to your Mailgun account and navigate to the Receiving section. Your goal is to confirm a specific webhook route exists.

• If you see a webhook route pointing to a services.CRM.com domain, this is the correct configuration for your CRM. If other, non-matching routes are present, try removing them, as they may interfere.
• If no such route exists, you need to create one. Click the option to Create Route.

Configure the Route Settings

When creating the new route, apply the following settings:

• Expression Type: Select Catch All.
• Enable Forward: Paste the CRM's specific inbound webhook URL into the Forward field. The URL will be in the format .
• Priority: Set this to 99.
• Description: You can label this CRM Route for clarity.

After entering these details, save the route.

Reset the Mailgun API Integration (If Needed)

If replies are still not flowing correctly after setting up the route, you may need to refresh the integration from within your CRM.

1. In your CRM's agency view, go to Settings > Email Services > Location Settings.
2. Find the Mailgun API integration for the relevant sub-account and select to edit it.
3. Type the word Delete into the designated field to remove the current integration.
4. Re-integrate Mailgun by entering a valid API key from your Mailgun account.

Once re-integrated, refresh the Receiving page in your Mailgun dashboard to confirm the webhook route has been created automatically.

Common Questions

What is the purpose of the Mailgun webhook?
The webhook allows Mailgun to instantly notify your CRM when a reply is received, enabling the reply to be logged directly within the original conversation thread.

Why aren't replies appearing in my CRM?
First, verify the receiving route in Mailgun is correctly configured with the proper forwarding URL. Second, ensure your domain's authentication records (SPF, DKIM) in Mailgun are valid, as this can affect delivery.

Can I use automatic replies with this setup?
Yes, you can configure automated responses within your CRM's workflow tools based on incoming replies, allowing for efficient inquiry management.

Are there sending or receiving limits?
Limits are defined by your Mailgun subscription plan. Review your plan details in Mailgun for specifics on message volumes.

How do I maintain email security and compliance?
Proper domain authentication (SPF, DKIM, DMARC) is crucial. Always adhere to email regulations like CAN-SPAM by including unsubscribe links and a physical mailing address in your commercial emails.