Reply connects your email account via IMAP (receiving emails) and SMTP (sending emails) settings. The email address specified in the IMAP section is the one we use to check contact replies.
Usually, it takes up to 3-4 hours for the responses to be detected and synced to Reply. Here are the tips to make sure the detection goes smoothly:
Keep all replies in the main inbox folder for at least 3 hours.
Do not move emails anywhere to another folder.
Reply detects forwarded emails only if they have been forwarded from within the original email (not if composed a new email). It should have the email of the prospect from your system.
The sending email is connected properly (has a green dot next to it).
The contacts have the Active or Active + Contacted statuses; they cannot be Finished.
💡 Important: If the system detects a reply to a direct email (rather than a sequence email), the person will be assigned the Replied status, but they won’t receive the Finished status. Both Replied and Finished statuses are only assigned if the reply is to a sequence email. If the reply is to a direct email, the contact will continue in the sequence as planned.