1. Have you got your email server set up to forward replies to your CRM dropbox address?
You will need to set this up with the person that manages your email server - so that any reply emails you receive are automatically copied to your CRM dropbox address - this means that the email reply is stored inside the contact's record - within the history section.
2. If you have got the above set up then do you have a setting on your account whereby only emails from 'known' contacts are forwarded back into your CRM system?
This is set up to prevent spam emails from being sent into the system and stops unwanted contacts from being automatically created. Please click here to read more about his setting.
3. Can you please check the email address that the reply came from? Is the email address the person replied from any different to the email address you sent out to? Is the email address recorded in the system?
This may then explain if the email address is different and if it is not recorded inside the system why the reply email is not logged inside the contacts record.
For assistance please contact our Support Helpdesk.