It may take a few minutes to a couple of hours for new replies to get detected in Unibox.
Primary: Replies from your leads
Others: Replies from non-leads
Checklist for detecting replies
For the reply detection to work effectively, there are some points that need to be checked.
Email Forwarding setting: If you have email forwarding enabled, please ensure that a copy of your email is forwarded to your forwarding address. If the original response is moved or deleted from the mailbox, we won't be able to detect the replies.
Reply-to address: If you have set a reply-to address, please ensure that the 'reply-to' address is connected to Instantly for the reply detection to work properly.
Auto-replies: To show auto-replies in Unibox, please ensure that you have enabled the setting to save auto-replies.
Non-lead replies: If you have enabled the 'Save non-Instantly emails in Unibox' setting, these replies will land in the Others folder of Unibox.
Replies from leads that do not exist in your workspace (in lists or campaigns)
Replies from deleted leads
Replies to the test email sent from Preview mode
Sending accounts: We won't be able to detect the replies if the accounts are paused or disconnected. You can check if any email accounts are inactive by following the steps below:
Go to the Email Accounts dashboard.
Filter accounts by using the 'Has Errors' or 'Paused' status.
Troubleshooting tips
If the replies are not detected after confirming the points above, please check the following things:
Lead's responses are still in your inbox and have not been 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.
Your server is not deleting your responses after you forward them.
Applying any labels in Gmail before the algorithm has had a chance to detect the email will prevent replies from being detected.
If you use Close.io CRM, please disable the archiving function, as it archives emails before our algorithm detects them.
If all of these are accurate, 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
The time of the reply
A screenshot of the reply in your mailbox(Gmail, etc)
Campaign URL