Problem Statement:
When an email is sent to the customer, the sent email is correctly reflected in the Lead Activity History. However, when the customer replies to that email, the reply is not being captured or reflected in the Activity History of the lead.
Solution:
After discussing with the development team and checking the backend email logs, it was confirmed that the email was landing in the customer’s junk folder. When an email lands in the junk folder and the customer replies from there, the reply does not get synced with the system. This is the reason why the reply was not reflecting in the Lead Activity History.
When an email is sent to the customer, the sent email is correctly reflected in the Lead Activity History. However, when the customer replies to that email, the reply is not being captured or reflected in the Activity History of the lead.
Solution:
After discussing with the development team and checking the backend email logs, it was confirmed that the email was landing in the customer’s junk folder. When an email lands in the junk folder and the customer replies from there, the reply does not get synced with the system. This is the reason why the reply was not reflecting in the Lead Activity History.
