Outfound captures replies through the MX record you added for your domain's reply subdomain and links them to the conversation of the email you sent. If a reply is missing:
- MX record: make sure the MX record is verified on Sending › Domains. Without it, replies don't reach Outfound.
- Where the reply went: if the person started a new email instead of replying, or wrote to another address, it may not link to the conversation.
- Forwarding and aliases: rules on the recipient's side that forward mail to another mailbox can break the match.
- Unmatched replies: replies that can't be linked to a conversation are shown separately in the CRM as Unmatched.
A copy of each reply is also forwarded to Forward replies to in the sender profile; you can check there.
If the problem continues, share the sender's address and the date of the reply in the support chat.