Unibox automatically detects and organizes replies from connected accounts.
It may take a few minutes for new replies to be detected in Unibox. Replies are automatically sorted into two folders:
Primary: Replies from your leads (in campaigns or lists)
Others: Replies from non-leads (deleted contacts, or contacts not in your workspace)
Reply Detection Requirements
For the reply detection to work effectively, there are some points that need to be checked.
1. 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
Why this matters: Instantly detects replies by checking your mailbox. If the original email is moved or deleted, we can't detect it.
2. 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.
3. Auto-Reply Settings
To check automated responses in Unibox, enable "Save auto-replies in Unibox" in the preferences settings.
4. Non-Lead Reply Settings
To see non-lead replies in Unibox:
Enable "Save non-Instantly emails in Unibox" in preferences settings
These replies land in the Others folder
Non-lead replies include:
Replies from contacts not in lists or campaigns
Replies from previously deleted leads
Replies to test emails sent from Preview mode
5. Active Sending Accounts
Email accounts must be connected and active in order to detect replies. Paused or disconnected accounts can't detect replies. To check account status:
Go to the Email Accounts dashboard
Filter by "Sending error/Has errors" status
Testing Reply Detection
To verify your setup is working correctly:
Launch a test campaign to your own email address
Reply to it from that inbox
Wait 10-15 minutes
Check if the reply appears in Unibox
Troubleshooting Steps
If replies still aren't detected after verifying the requirements above, work through these common issues:
Lead responses remain in your inbox (not deleted)
Responses aren't immediately moved to folders or labels
You are not moving those responses to a different folder. Please do that a few hours after the reply lands in your inbox, so that the reply checker has enough time to detect the replies.
Your server is not deleting the emails after forwarding.
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.
Important: Instantly AirMail is a private email sending infrastructure built into Instantly. We host the servers and IPs, and you use the mailboxes through your Instantly dashboard. There is no AirMail login page, no standalone AirMail inbox UI for you to interact with outside of Instantly.
Contact Support
If you've verified all requirements and followed troubleshooting steps, gather this information for our support team:
Sending account email: The email address that sent the campaign email
Lead email address: The lead who replied
Reply timestamp: Exact time the reply arrived (include timezone)
Screenshot: Image showing the reply in your mailbox (Gmail, Outlook, etc.)
Campaign URL: Go to Engage → Click the campaign name → Copy URL from browser