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Trouble with Autoresponders

Discussion in 'General Discussion' started by _Chris_, Jan 1, 2008.

  1. _Chris_

    _Chris_ Active Member

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    We have an autoresponder setup on a shared server, and what should happen is that any emails sent from a website to :
    misc@examplesite.com
    Gets an autoresponder from :
    main@examplesite.com
    asking them for more information, then when they reply to that, they should then get another autoresponder from :
    main@examplesite.com
    which says thank you for that info and we'll get back to them as soon as possible.

    But, what is actually happening :

    An email is sent from a website to :
    misc@examplesite.com
    They then get an autoresponder from :
    main@examplesite.com
    asking them for more information, then when they reply to that, they then get another autoresponder from :
    main@examplesite.com
    asking them for more information AGAIN ? ?

    When testing this, it seems as though when replying to the first autoresponder in the 'to' line, it says :
    main@examplesite.com <misc@examplesite.com>

    Obviously it's frustrating for the potential clients who keep getting the same emails over and ovor again, asking for the same information !

    We have had numerous contacts with the webhosts, who say it's something like embedded headers in the original emails ?

    Can anyone help please ?

    Any help much appreciated.

    Regards.

    Chris.
     
    #1 _Chris_, Jan 1, 2008
    Last edited: Jan 1, 2008
  2. _Chris_

    _Chris_ Active Member

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    Apologies if I haven't explained any of the above properly. I can see 12 people have viewed this post, so if anyone needs clarification on any part of the problem, please let me know.

    Any help appreciated.

    Chris.
     
  3. cPanelDavidG

    cPanelDavidG Technical Product Specialist

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    An autoresponder set up in cPanel can only provide 1 response. It cannot provide 1 response then conditionally send a separate response.

    What you can do is set the From in your first autoresponder to be the address for your second auto-responder so when they respond, they trigger the second response.
     
  4. _Chris_

    _Chris_ Active Member

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    Many thanks for coming in here on this David, it's appreciated.
    Agreed, there's 2 here :

    When someone sends an email to misc@example.com, they get an autoresponder from main@example.com asking for more info.

    When someone sends an email to main@example.com, they get an autoresponder from main@example.com thanking them for the extra info


    Going by the above, am I not already doing that ?

    The helps appreciated.

    Chris.
     
  5. cPanelDavidG

    cPanelDavidG Technical Product Specialist

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    An auto-responder should not be returning the results from another auto-responder (unless there's a mail forwarder or similarly abnormal setup). Check the messages you have configured and perhaps have someone look into this for you.
     
  6. _Chris_

    _Chris_ Active Member

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    Each autoresponder is set up to work independently of the other ie,

    There's 2 separate autoresponders - one setup for misc@example.com and the other for main@example.com

    When someone sends an email to misc@example.com, they get an autoresponder from main@example.com asking for more info.

    When someone sends an email to main@example.com, they get an autoresponder from main@example.com thanking them for the extra info

    2 Separate autoresponders.
     
    #6 _Chris_, Jan 2, 2008
    Last edited: Jan 2, 2008
  7. _Chris_

    _Chris_ Active Member

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    Well, I've checked the configurations for the messages, plus I, and others (including the webhosts), have looked into this, and it seems as though we're not much nearer to solving the problem, although when looking at the headers for the first autoresponder, it's referring to both of the email address's like so:
    From: "main@example.com" <misc@example.com>

    Perhaps this is where it's going wrong ?

    Any help much appreciated.

    Chris.
     
  8. cPanelDavidG

    cPanelDavidG Technical Product Specialist

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    It makes sense that if the reply-to address is incorrect, that would yield incorrect results with auto-responders. However, that is very odd that such a thing would happen. Perhaps it is a mis-configuration of the Auto Responders?
     
  9. _Chris_

    _Chris_ Active Member

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    Nope, the reply-to address is definitely correct - any other ideas ?
     
  10. _Chris_

    _Chris_ Active Member

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    Done that as well and still doesn't work ? ? The webhosts say it can't be done ? Are you saying it can ?

    The helps appreciated.

    Chris.
     
  11. _Chris_

    _Chris_ Active Member

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    Are there any tech support for cpanel here ? if not, is there somewhere else for them at all ?

    Chris.
     
    #11 _Chris_, Jan 10, 2008
    Last edited: Jan 10, 2008
  12. chirpy

    chirpy Well-Known Member

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    If you need technical support directly from cPanel you need to log a ticket through your cPanel license provider with them.
     
  13. _Chris_

    _Chris_ Active Member

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    Many thanks Jonathan - I have no licence with them, so imagine we have to get our webhosts to do that ?
     
  14. cPanelDavidG

    cPanelDavidG Technical Product Specialist

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    That is correct, have your web hosting provider contact their cPanel licensing provider. It may be cPanel, Inc directly or one of our resellers. If the licensing provider isn't cPanel, Inc and they can't resolve the issue, they can always contact cPanel, Inc directly and handle things from there.
     
  15. _Chris_

    _Chris_ Active Member

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    Many thanks for the quick response David - it's appreciated.

    Before I go off on that route, seeing all of the posts above, could you, or someone else, please just confirm that it is possible to do the autoresponders like this. The webhosts have said to us that it isn't ?

    Chris.
     
  16. cPanelDavidG

    cPanelDavidG Technical Product Specialist

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    I just tried it on my personal website. What is happening is the from will always be the address the message was sent to. If you look at the mail headers closely, you'll see that your second list is essentially only the display name, the actual email that the info is being sent to is the original list.

    I'm inclined to agree with your hosting provider on this one :/.

    However, there are third party auto-responder scripts you could install. You may want to do an internet search and see which one will suit your needs best.
     
  17. _Chris_

    _Chris_ Active Member

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    Many thanks David, it's not that I didn't believe our hosts, we just thought that this was something that should be easily possible somehow.

    Is it usually possible to install third party auto-responder scripts on a shared server ?

    Can anyone recommend one from personal experience please ?

    Chris.
     
  18. cPanelDavidG

    cPanelDavidG Technical Product Specialist

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    Yes. Typically it is simply a Perl or PHP script you upload to your server. You then set up email forwarders that redirect the contents of the email to a shell script (usually coded in Perl or PHP) which interacts with the rest of the email autoresponder/list application.
     
  19. RickG

    RickG Well-Known Member

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  20. _Chris_

    _Chris_ Active Member

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    Many thanks Rick - that info is much appreciated.

    Also, from personal experience, are there any third party autoresponders that anyone here can personally recommend please ?

    We've just been told by the webhosts that they won't allow these on the shared servers ? This won't stop us though - if we have to change hosts because of it we will.

    Chris.
     
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