Email replies from clients land inside your Ivorey
Messaging inbox. But if your account isn't set up correctly, or notifications aren't configured, you might be missing some replies. This guide walks you through the most common causes and how to fix them.
This guide is perfect if you want to:
Understand why you may not be receiving email replies
Ensure the settings in your account aren’t blocking replies
Be confident that all client messages are being properly managed
If you're not seeing replies from clients, it's usually down to one of three things: a sending or forwarding setting that needs attention, notifications that aren't turned on, or an issue with the contact's email address. Work through the steps below to identify and resolve the issue.
During set up, there are some key settings that, if not configured correctly, could contribute to missing email replies.
The Headers in your Dedicated Sending Domain determine the From name and email address that your clients see. Make sure your business email (e.g. hello@yourdomain.com) is correctly set as your sending email.
Ivorey allows you to connect an external inbox, with a two-way sync. This is a crucial step to ensure you don't miss any messages. Ensure that your connection is still valid.
Alternatively, you can forward all email replies to your external inbox. Check your Reply & Forward settings, to ensure your business email is correctly listed.
Please refer to our Set Up Email Services guide for the detailed steps to find and configure these settings.
It is possible that the replies are coming in but you are not being notified.
Go to Settings > Profile > Notifications
Make sure that the necessary Conversation Notifications are turned on
We also recommend downloading the LeadConnector App to your phone and turning on notifications there, so you can manage replies on the go.
In some cases, a client's email address may be invalid.
Go to Contacts > and search for the contact
Review their contact profile to ensure their email address is correct
Please refer to our CRM Master Guide to learn more about managing contacts.
Hit the support chat widget inside Ivorey - we can:
Walk you through any of the steps
Troubleshoot anything that’s not working
Explain the process of email forwarding
We’re here and ready to help via the chat widget in the bottom right of your Ivorey account. Or if you are looking for done-for-you support, you can browse our current services here 
