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Thank you for sharing these details! It definitely helped me to understand what you are experiencing. I apologize this is happening with your email campaign. Was this custom greeting inserted through our Greeting Tag tool? After making a Support Copy of your email, I can see the greeting does not appear to be inserted through this tool. When a greeting tag is added into an email it will automatically have dashed lines around it. This symbolizes it will correctly pull contact information. Here is a screenshot of how it looked in your email vs how it looks when I inserted a new greeting tag below it:
As for these changes when your email is replied to or forwarded, this is definitely something we would like to collect a few more details on. For instance wh at email client was the email forwarded from? What email client was the forwarded email received at? Would you be able to share with us a screenshot of the email you are receiving or the forwarded email? Having this information will help us to look into this further for you.
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