This guide troubleshoots issues with email replies not appearing in conversations. This could be due to several factors like incorrect Mailgun setup, faulty MX records, or issues with domain providers like WIX. Follow these steps to diagnose and resolve the issues efficiently.

TABLE OF CONTENTS

Troubleshooting When email replies are not coming back to the Conversation

1. Check if Mailgun Receiving Route is set up. If you are on LC Email, move on to Step 2

2. How to check MX records

3. Check if you are using the Root domain with Google Workspace and Mailgun

4. Double-check DNS 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

• Frequently Asked Questions
• Related Articles

Troubleshooting When email replies are not coming back to the Conversation

1. Check if Mailgun Receiving Route is set up. If you are on LC Email, move on to Step 2

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

• to see if two records point to mxa.mailgun.org and mxb.mailgun.org.
• If they are missing, We must add mxa.mailgun.org and mxb.mailgun.org and set priority 10 for both MX records.

• Suppose other records point to other email servers like (e.g., Google Workspace). We can only choose one here, so you must either set up a subdomain for Mailgun or not use the domain for other email servers like (e.g., Google Workspace).  
  
  More information:
  
  Can I Use the Same Domain Name for Mailgun and Google Apps (Or Another Email Server)?
  
  

3. Check if you are using the Root domain with Google Workspace and Mailgun

If you are setting up a root domain to use with Mailgun, Ensure it is not pointing to somewhere else like Google Workspace, as it might contradict Google Workspace or Outlook, where you use the same domain for work emails. More information on Can I Use the Same Domain Name for Mailgun and Google Apps (Or Another Email Server)? 

4. Double-check DNS 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

Check out Mailgun replies not working when using WIX as the domain provider.

Frequently Asked Questions

• Can I customize the email address from which replies are sent? Yes, you can usually customize the "reply-to" email address in your settings. This allows you to ensure that replies go to a specific address, which can help manage communications more effectively.

• How can I integrate other email providers with HighLevel to improve reply visibility? Integration with other email providers can often enhance functionality. Check the platform’s integration options to connect services like Gmail or Outlook, which may provide better tracking and visibility for email replies.

• What should I do if the issue persists despite troubleshooting? If troubleshooting does not resolve the issue, consider reaching out to HighLevel’s support team for further assistance. They can provide insights specific to your account and help identify any underlying issues.

Related Articles

• How to send a test email in conversations
• Troubleshooting when conversations are glitching