Please check the lead's Activities section to verify whether follow-ups were sent after the reply:
Go to the Leads section of your campaign
Search for the lead
Click on the lead
Navigate to the "Activities" section in the right pop-up panel
Reply detected: Look for "Reply received" event
Follow-ups sent after reply: Check the timeline after the reply is received
If follow-ups are sent after your lead replies, here are the main reasons and how to fix them.
1. Campaign Settings
Check the "Stop sending emails on reply" setting:
Go to your campaign's Settings -> Advanced settings
Find "Stop sending emails on reply"
Ensure it's not disabled
This setting is enabled by default to automatically stop all future follow-ups when a lead replies.
If you disabled it previously, this only affects new replies received AFTER you enable this setting.
Leads who replied before enabling this setting won't be retroactively stopped.
2. Lead Management Issues
Move Leads Between Campaigns
You move leads with 'Reply Received' status to another campaign
Campaign progression statuses like 'Reply Received' won't be preserved even if 'Reset lead interest status and opportunities' is unchecked
Lead starts from Step 1 in the new campaign
Delete and Re-upload Leads
You delete leads with 'Reply Received' status from the campaign
Later re-upload the same lead
Lead restarts from Step 1 (as if brand new)
We recommend not moving or deleting leads with 'Reply Received' status.
3. Subsequence Email
If a subsequence is enabled for triggers such as 'Interested' statuses, activities, or keywords in leads' replies, leads will still receive the subsequence emails even though they have replied.
This is intended: subsequences are designed for targeted follow-up after replies.
If you don't want subsequences to send:
Go to the Subsequences tab in your campaign
Review active subsequences
Disable or modify relevant triggers as needed
Save changes
4. Reply Detection Issues
If replies from your leads aren't being detected properly by Instantly, follow-ups will continue.
Lead Replied from Different Email Address
Lead forwards your email to a colleague, or replies from a different email than the one you contacted
Instantly can't match the reply to the lead
Reply appears in "Others" folder
Follow-ups continue because no reply was detected
How to check replies in the 'Others' folder:
Go to Unibox -> More -> Others
Look for replies from your leads
Important: Toggle the 'Save non-Instantly emails in Unibox' button in the Preferences to sync non-Instantly replies in the Others folder.
You can use the "Attach Lead" feature to attach replies to existing leads:
Find the reply in the "More -> Others" folder
Click the three dots (...) in the top right
Select "Attach Lead"
Enter the original lead's email address
Follow-ups stop for that lead
Email Forwarding Settings
If you use email forwarding:
Ensure a copy of emails remains in your original mailbox
Don't move or delete original messages after forwarding
Configure "Keep a copy in inbox" or similar setting with your provider
Instantly detects replies by checking your mailbox. If the original email is moved or deleted, we can't detect it.
Reply-To Address Configuration
If you set a reply-to address for your accounts, ensure that you have connected that reply-to address to your Instantly workspace to detect replies.
Auto-Reply Settings
To detect automated responses in Unibox, enable "Save auto-replies" in your preferences settings.
Active Sending Accounts
Email accounts must be connected and active. Our system can't check for replies if the sending accounts are paused or disconnected. To check account status:
Go to the Email Accounts dashboard
Filter by 'Has Errors' or 'Paused' status
