It can take a few minutes to a couple of hours for new replies to get detected and for the analytics data to get updated.
Sent count analytics - updated instantly
Open track analytics - updated instantly
Bounce detection - few minutes to couple of hours
New replies - few minutes to couple of hours
For the reply detection to work effectively, there are some points that have to be checked. Could you please confirm the following things:
Lead's responses are still in your inbox and not deleted.
You are not moving those responses to a different folder. Please do that after a few hours of the reply landing in your inbox, so that the reply checker has enough time to detect the replies.
If you have email forwarding setup for your emails, make sure the original response is not moved or deleted, instead a copy of your email is forwarded to your forwarding setup.
Your server is not deleting your responses after you forward them.
Is this a problem with auto-replies or genuine lead replies? This issue can occur with auto-replies if there are certain issues with the email header.
Applying any sort of Labels in Gmail before the algorithm has had a chance to detect the email will cause replies to not be detected.
If you use Close.io CRM, please disable the archiving function as it archives emails before our algorithm detects them.
Note: If the reply was not from leads in the campaign, please check if the reply landed in the Others folder of Unibox.
If you simply send a test email from the Preview mode and reply to the test email, it will only show in the Others folder.
If all of these are accurate and the replies are still not being detected, please gather the following information and send it to the support team for investigation.
Email address of the sending account
Email address of the lead
What time that lead had replied
A screenshot of the email as it appears in your mailbox(Gmail, etc)
Campaign URL