{"id":17875,"date":"2022-10-25T13:48:57","date_gmt":"2022-10-25T10:48:57","guid":{"rendered":"https:\/\/snov.io\/knowledgebase\/?p=17875"},"modified":"2025-02-23T18:23:49","modified_gmt":"2025-02-23T15:23:49","slug":"why-are-replies-not-being-tracked","status":"publish","type":"post","link":"https:\/\/snov.io\/knowledgebase\/why-are-replies-not-being-tracked\/","title":{"rendered":"Why are replies not being tracked?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Getting an accurate reply rate is essential to analyze the effectiveness of your email campaign.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To ensure accurate statistics and proper sequencing of emails, reply tracking feature is enabled in your email campaigns by default.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Snov.io connects to your email account and checks for replies from your recipients every 15 minutes.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here are the <\/span><b>requirements for logging a reply<\/b><span style=\"font-weight: 400;\">:\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><strong>#1<\/strong> The email account that is assigned to the sequence has no connection error (green status on <\/span><a href=\"https:\/\/app.snov.io\/account#\/email-account\"><span style=\"font-weight: 400;\">Email Accounts<\/span><\/a><span style=\"font-weight: 400;\"> page).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Make sure that your email connection works properly (specifically IMAP server which is used to check replies).\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Tracking will not take place if the IMAP connection was inactive at the time when the reply arrived.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><strong>#2<\/strong> The reply is received by an inbox assigned to the sequence.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The reply email must be received by the same inbox that sent the email. If you forward incoming emails to another inbox, we won\u2019t be able to log this reply.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><strong>#3<\/strong> The \u201cfrom email\u201d address of the reply must match the email address of your recipient.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">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.\u00a0<\/span><\/p>\n<p>If an email address they replied from is not listed in their profile, we won't be able to log this reply.<\/p>\n<p><strong>#4<\/strong> After you receive a reply, it should stay in your Inbox folder for some time<\/p>\n<p><span style=\"font-weight: 400;\">Keep replies from your recipients in the main inbox folder and don\u2019t move emails to other folders in your email client.<\/span><\/p>\n<p><b>#5 <\/b><span style=\"font-weight: 400;\">Reply tracking logs responses based on the email address of your recipient.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">Have more questions? Feel free to contact us at <\/span><\/i><a href=\"mailto:help@snov.io\"><i><span style=\"font-weight: 400;\">help@snov.io<\/span><\/i><\/a><i><span style=\"font-weight: 400;\"> or via live support chat.<\/span><\/i><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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.\u00a0 Here are the requirements [&hellip;]<\/p>\n","protected":false},"author":16,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1966],"tags":[],"_links":{"self":[{"href":"https:\/\/snov.io\/knowledgebase\/wp-json\/wp\/v2\/posts\/17875"}],"collection":[{"href":"https:\/\/snov.io\/knowledgebase\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/snov.io\/knowledgebase\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/snov.io\/knowledgebase\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/snov.io\/knowledgebase\/wp-json\/wp\/v2\/comments?post=17875"}],"version-history":[{"count":0,"href":"https:\/\/snov.io\/knowledgebase\/wp-json\/wp\/v2\/posts\/17875\/revisions"}],"wp:attachment":[{"href":"https:\/\/snov.io\/knowledgebase\/wp-json\/wp\/v2\/media?parent=17875"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/snov.io\/knowledgebase\/wp-json\/wp\/v2\/categories?post=17875"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/snov.io\/knowledgebase\/wp-json\/wp\/v2\/tags?post=17875"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}