Why are replies not being tracked?

Getting an accurate reply rate is essential to analyze the effectiveness of your email campaign.

To ensure accurate statistics and proper sequencing of emails, reply tracking feature is enabled in your email campaigns by default.

Snov.io connects to your email account and checks for replies from your recipients every 15 minutes. 

Here are the requirements for logging a reply: 

#1 The email account that is assigned to the sequence has no connection error (green status on Email Accounts page).

Make sure that your email connection works properly (specifically IMAP server which is used to check replies). 

Tracking will not take place if the IMAP connection was inactive at the time when the reply arrived. 

#2 The reply is received by an inbox assigned to the sequence. 

The reply email must be received by the same inbox that sent the email. If you forward incoming emails to another inbox, we won’t be able to log this reply. 

#3 The “from email” address of the reply must match the email address of your recipient.

If your recipient sent a reply from another email address and it is listed in their prospect profile , we will be able to log this reply. 

If an email address they replied from is not listed in their profile, we won’t be able to log this reply.

#4 After you receive a reply, it should stay in your Inbox folder for some time

Keep replies from your recipients in the main inbox folder and don’t move emails to other folders in your email client.

#5 Reply tracking logs responses based on the email address of your recipient.

If you had an email exchange with a prospect before, and there are incoming emails from them in your inbox, they will be considered as replies and will be logged into campaign statistics.

Have more questions? Feel free to contact us at help@snov.io or via live support chat.