Go through these troubleshooting steps to see what's preventing your replies from coming into Drift.
If your Inbox is looking empty, it might be for one of these reasons:
1. You're sending email from an ignored domain
Drift automatically excludes replies from your own internal domain from coming into the system. It's also possible to add other email domains to exclude from Drift.
Head to Settings > Ignore Domains to check if you're excluding any email domains from Drift.
2. The email is being sent to an address that's not connected to Drift
If a reply is coming to an address that's not connected to Drift, we can't process it.
Verify the address that the reply was sent to. Then, check if it's under your Connected Inboxes, or if it's using a connected Reply Domain in your Drift Email settings.
3. The From and Reply-To addresses on your outgoing email don't match
When you send an email in your MAP, it's important that you use the same email address in the From and Reply-To fields. This ensures that all replies get pulled into Drift.
In your MAP, double-check that the From and Reply-To addresses are the same, and that the address is connected to Drift.
4. You have internal email forwarding rules intercepting the reply
Check with your IT team to see if there are any rules that are forwarding or blocking email from your connected inbox. If so, these will need to be removed in order for Drift to process your replies.