Managing Multiple Branches with Only One Reply-To Address
FOLIO sends notices to patrons from a single reply-to: address, configurable on the tenant level.
This is also the address that is used when sending password reset emails to staff users.
Some libraries may be coming from systems where they are used to being able to send emails to patrons from different reply-to addresses, depending on where the item was coming from. For example, patrons with items from Main library got emails from main-library@college.edu, while patrons with items from the Science Library got emails from science-library@college.edu. This is not possible in FOLIO currently - the feature request is being tracked in UXPROD-2156 - Getting issue details... STATUS
If you are a library that had this setup in your prior system, you will need to use a workaround.
Option 1: Designate one library to receive, handle, and forward library emails.
In this scenario, one of your libraries would handle patron emails, and forward emails to other branches for handling as appropriate. This may be the best option for systems that are centrally managed where a staff member can be identified who has capacity to do this for at least several FOLIO releases. This is also the simplest approach to use.
The downside to this approach is establishing a service choke-point at one library, and potentially slowing down response to patron questions.
Option 2: Use a mailing list.
Most institutions have the ability to create an email address that is a mailing list, distributing email to multiple people. So, for example, you could have a mailing list with the address "librarycontact@college.edu" that is used as the reply-to: address in FOLIO. You would then subscribe library staff who respond to patrons to that mailing list, and when emails are received, they are distributed to the list and appropriate staff can reply.
This approach may require more process coordination to ensure certain emails are responded to by the appropriate people, and that emails are not missed. It also has the downside of requiring people on the mailing list to receive all emails, not just the emails for the library they are responsible for.
Option 3: Use notice tokens and Outlook (or another email system) to forward emails according to specified rules.
Outlook has a rules wizard that can process incoming mail and do specific things with it. You can create a rule that matches on specific parts of an incoming email and forwards it to other people. Outlook rules are very customizable - how you choose to set up the rule would be up to your institution. But, for example, you could set up a rule that says that if the email is in reply to "main-library@college.edu" and it contains the phrase "Owning library: Science Library" than forward it to Jane Smith at the science library. Because you can generate matching values using FOLIO tokens, this approach can become very powerful.
The downside to this approach is that it requires some email savvy that your institution may not have or have access to, and depending on how you use your rules, it may require an instance of Outlook to remain open somewhere so that emails are checked and processed 24/7.
Option 4: Use a ticketing system
Many institutions have access to ticketing systems, where patrons can send an email and then it can create a ticket that can be managed within another system, assigned to staff, and used to send and receive responses. Common systems in use at US institutions include Springshare's LibAnswers product, ServiceNow, Request Tracker, and ZenDesk.
In this scenario, you would set up a ticket queue so that emails to your library create tickets. Any library staff members who respond to patron emails would get accounts. When an email is received, a ticket is generated and assigned to a ticket queue, and then individual staff members can pick up tickets and reply to patrons. Depending on your ticket system, you may be able to also do things like auto-assign to specific people.
The downside to this approach is that it requires learning another new system in addition to FOLIO, and may not have the level of control desired in terms of email templates or behaviors like sending an auto-responder to a patron.