Current limitation
When a client submits a Wrike request form, Wrike generates a unique Reply-To address for the task. This address is included in the confirmation email header sent to the client and is required to associate subsequent client responses with the correct Wrike task.
However:
- The task-specific Reply-To address is not visible or accessible within Wrike.
- It cannot be retrieved through the API.
- It cannot be used by Wrike Recipes or other automation methods.
- It is included in subsequent emails only when a user manually selects Email to Requester in the Wrike interface.
- Automated emails are sent from the generic
wrike@wrike.com address without the task-specific Reply-To header. - There is no option to CC another mailbox to capture responses.
As a result, when a client replies to an automated email, the response cannot be reconciled with the originating Wrike task and is not received by the internal user. Some related Community posts associated with this:
Requested enhancement
Please make the Email to Requester functionality available through Wrike Recipes, the API and other automation methods.
Automated emails should retain/be able to access the task-specific Reply-To header so that client responses are automatically added to the originating task.
Alternatively, Wrike could:
- Make the task-specific Reply-To address available as a field for use in automations.
- Allow an additional mailbox to be CC’d on automated emails - this would allow us to capture the Reply-To address.
- Provide another supported method for routing client responses back to the correct task.
Business impact
The current limitation prevents us from fully automating communications to external clients without creating a risk of missed responses. Internal users must manually send each email using Email to Requester, which adds effort, introduces process inconsistency and limits the value of workflow automation.
Desired outcome
Internal users can send automated client communications while ensuring that every client response is received and reconciled with the correct Wrike task.
