Troubleshooting Missing Email Replies in Conversations

Overview

If email replies are not appearing in your CRM conversations, it is typically due to a configuration issue with your email infrastructure. This guide will help you diagnose and resolve the most common causes, such as DNS record problems or conflicts with other email services.

Troubleshooting Steps

Step 1: Verify Your Email Receiving Route

If you are using the platform's built-in email service, you can skip this step. If you are using a third-party email service like Mailgun, ensure that the receiving route is correctly configured to send replies back to your CRM.

Step 2: Check Your MX Records

MX records are essential for directing incoming email. Incorrect MX records are a primary reason replies do not return to the conversation thread.

1. Navigate to your agency view, then go to Settings, followed by Email Services, and finally Location Settings. Copy the domain or subdomain configured for the relevant sub-account.
2. Use an external tool like MX Toolbox to look up the MX records for the domain you copied. You should see two records pointing to mxa.mailgun.org and mxb.mailgun.org.
3. If these records are missing, you must add them to your domain's DNS settings, setting a priority of 10 for both.

Important: A domain can only have one set of MX records. If your domain's MX records are already pointing to another email service (like Google Workspace), you cannot also point them to Mailgun. You will need to set up a dedicated subdomain (e.g., replies.yourdomain.com) for use with your CRM's email sending.

Step 3: Avoid Root Domain Conflicts

Using your root domain (e.g., yourcompany.com) for both your CRM's email and another service like Google Workspace will cause conflicts. Check the MX records for your root domain. If they point to multiple services, you must choose one. To use both, configure a subdomain specifically for the CRM.

Step 4: Double-Check All DNS Records

Even if a setup appears correct, it's wise to verify all DNS records directly in your email service's dashboard (e.g., Mailgun).

1. Log in to your email service provider.
2. Navigate to the Sending section and find Domain Settings.
3. Select the correct domain or subdomain for your location.
4. Find the option to view DNS records and run a verification check.
5. Ensure all required records, especially the MX record, show a verified status. It is recommended to run the verification check twice to confirm the results are accurate.

Step 5: If Using a Different SMTP Provider

If you are using an SMTP provider other than the platform's default or a common third-party service, ensure it is configured to properly route replies back into the CRM's conversation system. The specific steps will depend on your provider.

Step 6: If Using WIX as Your Domain Provider

Domain providers like WIX can have specific configurations. If you host your domain with WIX and are experiencing issues, consult the provider's documentation or support for guidance on correctly setting up MX and other DNS records for external email services.

Frequently Asked Questions

Can I customize the 'reply-to' email address?

Yes, you can typically set a custom 'reply-to' address in your email settings within the CRM. This allows you to control where replies are sent.

Do I need to set this up for every sub-account?

Yes. Email settings, including MX records, are configured per domain or subdomain. Each sub-account that uses a unique sending domain requires its own separate setup and verification.

How long do DNS changes take to work?

DNS changes can take up to 24-48 hours to propagate across the internet. After making changes, use a tool like MX Toolbox to check if the new records are visible. If not, wait and check again later.

What if I've tried everything and it still doesn't work?

If you have completed all troubleshooting steps and replies are still not appearing, contact support. Be prepared to provide details about your setup and any screenshots of your DNS records.