Workflow does not detect email replies

[Arisride]

Hello,

I set up a workflow that sends a Marketing email to a contact. It is followed by a condition that checks wether a contact replies to the email.

The thing is that we tried it with some of our colleagues, and after replying to the email, the contact stayed stuck at the step where it checks for replies. Even in the CRM, on the contact page, we can clearly see the Marketing email sent as well as the number of times it was opened, but it did not detect any of the replies we made to it.

What could be the reasons?

Thanks for the help.

[karstenkoehler · Accepted solution]

Hi @Arisride,

Could you confirm that you followed these steps for the sending address? https://knowledge.hubspot.com/marketing-email/track-replies-to-marketing-emails-sent-from-your-conne...

Best regards!

[franksteiner79]

Hi @Arisride 

Can you share a screenshot of the workflow action you are using in the workflow and ideally include the previor steps?

Thanks

Frank