Hey @Sgram - I’m with @kennedyp on this. I think there’s a break in the connection when it’s forwarded. In HubSpot documentation, it seems the likely reason you’re seeing internal reps’ and CP’s replies in the Inbox but not the client’s replies is likely due to how the email thread was initiated (that forwarding to support) and how HubSpot is processing incoming emails. It could also be how ypu CP’s replying - their own emails vs. using a support inbox email.
For future communications, I’d thiknk about starting a new email thread directly from within HubSpot rather than continuing the forwarded thread. This can help ensure that all subsequent replies are properly tracked and displayed.
I’d also reach out to support at HubSpot to see if there’s something they walk through you with - not a chat or email, but calling in and screen sharing.