Troubleshooting When email replies are not coming back to the Conversation
1. Check if Mailgun Receiving Route is set up:
How to setup Replies in MailGun
2. How to check MX records
1. Switch to agency view > Settings > Email Services > Location Settings > Copy the domain/subdomain set up for the sub-account
2. Go to Mxtoolbox to look up the MX record for the subdomain/domain you copied
Depending on the subdomain you set up with Mailgun,
- For example:
- If you set up companyname.com,
You will look up the MX record for companyname.com
If you set up replies.companyname.com,
You will look up the MX record for replies.companyname.com
- If you set up companyname.com,
- see if there are two records pointing to mxa.mailgun.org and mxb.mailgun.org.
- If they are missing, We will need to add back mxa.mailgun.org and mxb.mailgun.org and set priority 10 for both MX records.
3. Check if you are using the Root domain with Gsuite and Mailgun
If you are setting up a root domain to use with Mailgun, Make sure it is not pointing to somewhere else like Gsuite as it might contradict Gsuite or Outlook where you are using the same domain for work emails. More information on Can I Use the Same Domain Name for Mailgun and for Google Apps (Or Another Email Server)?
4. Double-check DNS records

5. If you are using an SMTP provider instead of Mailgun
6. If you are using WIX as your Domain DNS provider
Checkout Mailgun replies not working when using WIX as the domain provider