To katja:
Ok, so can I just confirm what you’re saying?
In order for a reply/response to be logged against a contact in the system, you need to first have logged the ‘sent’ email into the CRM? (I guess by BCC’ing it to the CRM given adress)
To clarify further on what I have done: I sent an email to a contact in the CRM, via the IMAP connected inbox & through an external email manager (outlook 2016 software). They have replied to the email I originally sent. I expected this to appear in the CRM, it did not.