Replies Not Showing Up

If a prospect replied to your email but it isn't appearing in the Swokei Inbox section, work through these checks.

How reply detection works

Swokei monitors your connected mailbox for new emails that are replies to messages you sent through campaigns. Every few minutes, it checks for new messages and imports any that match campaign threads. This means there's a short delay — typically 1–5 minutes — between when a reply arrives in your Gmail/Outlook inbox and when it appears in Swokei. If a reply just arrived, give it up to 10 minutes before investigating. If it's been more than 30 minutes and the reply is definitely in the mailbox, work through the checks below.

Check 1: Is the mailbox connected?

Go to Mailboxes. If the sending mailbox shows an error badge (red or yellow warning), the connection is broken and reply sync has stopped. Click "Re-authorize" on the mailbox to restore the connection and resume syncing. Wait 5–10 minutes after reconnecting and refresh the Inbox page.

Check 2: Did the reply go to the right address?

Replies are matched to campaigns by the email address they were sent to. If the prospect replied to a different address (e.g. they forwarded your email and replied from a new thread), Swokei won't match it. Check your actual Gmail or Outlook inbox to confirm the reply is there and was sent to the same address your campaign uses. If they manually typed your email address rather than hitting Reply, or if they replied to an older email that came from a mailbox you've since disconnected, their reply won't appear in the Swokei inbox. Ask the prospect to forward their original reply to you, then manually update their lead status in the campaign.

Check 3: Was the email sent from Swokei at all?

Only replies to emails that were sent through Swokei appear in the Inbox section. If you manually sent an email from Gmail and the prospect replied, that reply won't show in Swokei (it wasn't part of a campaign).

Check 4: Is IMAP enabled? (SMTP connections only)

If you connected your mailbox via SMTP (not via the Gmail/Outlook OAuth button), you need IMAP enabled on your email account for reply detection to work.

• Gmail: Go to Gmail Settings → See all settings → Forwarding and POP/IMAP → Enable IMAP. Save and wait a few minutes.
• Outlook.com: Go to Outlook Settings → Mail → Sync email → ensure IMAP is enabled
• Custom domain: IMAP is usually enabled by default — check with your hosting provider if unsure

For OAuth connections (Gmail/Outlook connected via the standard Swokei flow), IMAP is not required — sync works automatically.

Check 5: Check your spam/junk folder

Sometimes replies from certain domains land in your spam folder instead of your inbox. Swokei syncs from the inbox — messages in spam aren't imported. Check your real inbox for the reply and mark it as Not Spam, then wait for the next sync.

Reply classification and unclassified messages

Reply classification (Interested, Not Interested, Auto-reply, etc.) happens automatically but can take a minute after import. If you see a reply marked "Unclassified," click on it — you can set the classification manually, and the AI may still be processing it in the background.