If your reply rate appears incorrect, too high, too low, or missing entirely, follow this troubleshooting guide.
Reply Rate Metric Not Visible
The reply rate metric may be hidden in your analytics view.
Open your Campaign
Go to the Analytics tab
Click the gear icon (⚙️) next to the time range
Ensure the "Reply rate" is enabled
Incorrect Reply Rate
Check Time Range
Analytics can be inaccurate if you're viewing a narrow time range that doesn't include reply activity:
Look at the Date filter at the top of Analytics
Note what time range is currently selected
Click the Date filter dropdown
Select a longer period: Last 3/6/12 months
Example:
Campaign launched February 1st
Viewing analytics for "Last 7 days" on March 10th
February data won't show - extend range to "Last 3 months"
Auto-Replies Inflating Reply Rate
Automatic replies (like out-of-office messages) are included by default in reply rate metrics, which may cause the reply rate to appear higher than actual human engagement.
To exclude auto-replies from the reply rate:
Go to the Analytics tab of your campaign
Click the gear icon (⚙️) next to the time range
Find "Include auto replies"
Ensure it's unchecked
When you disable "Include auto replies" in one campaign, it remains off for all campaigns on your current device/browser.
Verify Reply Count
Audit the total reply count and verify the reply rate calculation.
Go to your campaign's Leads section
Filter leads using "Reply Received" status
This shows all leads who replied in the campaign
Count the leads to see if they match the analytics
If no results appear, no leads have replied yet, or replies are not being tracked in Instantly.
Verify Leads Have Actually Replied
Check Original Mailbox
Check the actual sending mailbox (like Gmail, Outlook) to confirm replies exist there. If replies aren't in the original mailbox, no replies have been received yet.
Check Unibox Folders
If the replies are in your mailbox but not in Unibox, this indicates reply detection issues:
Go to Unibox → Primary folder for replies from leads
Check Unibox → Others folder for replies from non-leads if 'Save non-Instantly emails in Unibox' is enabled in Preference settings