If your reply rate appears incorrect, unusually high or low, or is missing entirely, follow the troubleshooting steps below.
Reply Rate Metric Not Visible
The reply rate metric may be hidden in your analytics view.
Go to the Analytics tab of the campaign
Click the gear icon (⚙️)
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 in the Analytics section of the campaign
Note what time range is currently selected
Click the Date filter dropdown
Select a longer period: Last 3/6 months
Example:
Campaign launched February 1st
Viewing analytics for "Last 7 days" on March 10th
February data won't show - extend range to "Last 3/6 months"
Auto-Replies Inflating Reply Rate
Automatic replies (e.g., out-of-office messages) are included in reply rate metrics by default, which can make engagement appear higher than it actually is.
To exclude auto replies:
Go to the Analytics tab of your campaign
Click the gear icon (⚙️)
Locate “Include auto replies”
Uncheck it if needed
Once unchecked, this setting applies across all campaigns on your current device/browser, and auto replies will be excluded from reply rate metrics.
Auto-replies will still appear in the Unibox if “Show auto-replies in Unibox” is enabled in Preferences.
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 reply rate analytics
If no results appear, no leads have replied yet, or replies are not being tracked in Instantly.
Important: Replies to subsequence emails are not included in the reply rate metric.
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 → More → Inbox folder for replies from leads
Check Unibox → More → Others folder for replies from non-leads if 'Save non-Instantly emails in Unibox' is enabled in Preference settings
Auto-replies will only appear in the Unibox if “Show auto-replies in Unibox” is enabled in Preferences.