When email replies are not showing up in Conversation?

PostedApril 7, 2025

UpdatedApril 8, 2025

ByMukesh Kumar

Modified on: Tue, 23 Jul, 2024 at 7:44 AM

Troubleshooting Email Reply Issues in Conversations

This guide helps you resolve issues where email replies are not appearing in conversations. This problem can arise from several factors, such as improper Mailgun setup, incorrect MX records, or issues with domain providers like WIX. Follow these steps to diagnose and fix the issue effectively.

Troubleshooting Email Replies Not Appearing in Conversations

Check if Mailgun Receiving Route is Set Up
If you’re using LC Email, proceed to Step 2.
How to Set Up Replies in Mailgun
How to Check MX Records
MX records are crucial for Mailgun to track email replies correctly. Follow these steps to ensure the MX records are properly configured:
1. Go to Settings > Email Services > Location Settings.
2. Copy the domain/subdomain set up for the sub-account.

2. Check MX Records Using MXToolbox
To check the MX records for the domain/subdomain you copied, follow these steps:

Go to MXToolbox to look up the MX record for the subdomain or domain you copied.
Depending on the subdomain you set up with Mailgun, check the following:
- For companyname.com, look up the MX record for companyname.com.
- For replies.companyname.com, look up the MX record for replies.companyname.com.
Verify that two MX records point to:
- mxa.mailgun.org
- mxb.mailgun.org
If these records are missing, you need to add them:
- Set both mxa.mailgun.org and mxb.mailgun.org with priority 10.
If other MX records point to another email service (like Google Workspace), you must choose one service to handle email for that domain. You can either:
- Set up a subdomain for Mailgun, or
- Not use the domain for other email services.

For more information on using Mailgun with other email servers, check this article:
[Can I Use the Same Domain Name for Mailgun and Google Apps (Or Another Email Server)?]

If it’s still not working, follow these steps:

Share a Screenshot of Your DNS Records
If the issue persists, take a screenshot of all the DNS records in your domain provider (e.g., GoDaddy, Namecheap) and contact support. You can also reach out to your domain provider’s support team to verify if anything is missing.
Check if the Root Domain Is Used with Both Google Workspace and Mailgun
When setting up a root domain for use with Mailgun, ensure that it is not already pointing to another service like Google Workspace. Having the same domain used for multiple services (e.g., Google Workspace and Mailgun) can lead to conflicts.

For more information, see:
Can I Use the Same Domain Name for Mailgun and Google Apps (Or Another Email Server)?
Check MX Records for Root Domain
Use MXToolbox to check the MX record for the root domain. If it points to both Mailgun and another email server (e.g., Google Workspace), you can only use one of them. In this case, you’ll need to either:
- Set up a subdomain for Mailgun (e.g., email.companyname.com)
- Or, avoid using the root domain for other email servers like Google Workspace.

4. Double-check DNS records

Log in to Mailgun.
Expand the Sending tab.
Click on Domain Settings (last menu item).
Ensure you select the correct domain/subdomain for the location at the top.
Click on DNS Records located at the top middle of the page.
Click on Verify DNS Settings to check if all 5 DNS records (especially the MX record) have a green checkmark.

Note:
Sometimes, even if all records show green checkmarks, there might still be an issue. In such cases, click the Verify DNS Settings button again to refresh the records.

5. If you are using an SMTP provider instead of Mailgun/LC Email

6. If you are using WIX as your Domain DNS provider
For issues related to email replies not working when using WIX as the domain provider, refer to the specific troubleshooting guide for that scenario.

Frequently Asked Questions

Can I customize the email address from which replies are sent?
Yes, you can typically customize the “reply-to” email address in your settings. This ensures that replies are directed to a specific address, helping you manage communications more effectively.

How can I integrate other email providers to improve reply visibility?
Integrating with other email providers can enhance email functionality. Look into your platform’s integration options to connect services like Gmail or Outlook, which may offer better tracking and visibility for email replies.

What should I do if the issue persists despite troubleshooting?
If the issue remains unresolved after troubleshooting, reach out to VisionaryX’s support team. They can offer insights specific to your account and help identify any underlying issues.