Customer email replies are not coming back to the inbox
Your reply went out but the customer's answer never showed up: check the account is receiving, and where the customer actually wrote to.
Replies you send from the Inbox are set up so the customer's answer comes back into the same conversation: from a Microsoft 365 or password/app-password mailbox they go out from that mailbox, and from a forwarding account they carry a Reply-To address that leads back to the thread. When an answer still does not show up, go through these checks in order.
1. Is the account receiving?
Open Accounts (/app/channels) and look at the email account.
- Disconnected or Messages: Not arriving: nothing new arrives until it is fixed. For Microsoft 365 see Microsoft 365 mailbox asks to reconnect. For a password or app-password mailbox (Gmail, other providers), the password was probably changed: use New app password on the account and click Check and save; "Password updated. This mailbox is working again." confirms it.
- Forwarding account: check the forwarding rule in your mail provider still exists and did not bounce. A 5.7.520 bounce is explained in Email forwarding bounced.
2. Did the customer write to the connected address?
OmniBrand only sees mail that reaches the connected mailbox (or is forwarded from it). If the customer answered an older email from a colleague's personal address, or wrote to another address of yours, it is in that mailbox, not in OmniBrand.
3. Is it the right mailbox?
For Microsoft 365, check Mailbox to watch on the account. If customers write to a shared address but the account watches your own mailbox, enter the shared address there and click Save.
4. Send a test
From a personal email account, reply to one of your OmniBrand emails. It should appear in the Inbox thread within a couple of minutes (Microsoft 365 is checked every minute).
Still missing
Write to support with the customer's address, the time they replied and the account's address. See Contacting support.