How SmartBox Syncs
SmartBox checks your connected email accounts every few minutes for new messages. It uses a "Reply Detection Algorithm" to match incoming emails to your campaign leads.
Scenario A: The Reply is in Gmail, but not SmartBox
Check the "Others" Tab: Sometimes, a reply comes from a different email address than the one you sent to (e.g., you emailed [email protected] and [email protected] replied). SendScale puts these in the "Others" folder because the email doesn't strictly match the lead.
Force Refresh: Click the Circular Arrow icon at the top of the SmartBox conversation list to trigger an immediate sync.
Connection Status: If the email account is "Disconnected" (Red status), SmartBox cannot pull new replies. Reconnect the account.
Scenario B: "Stop on Reply" didn't work
If a lead replied but got a follow-up email anyway:
Timing: Did they reply after the follow-up was already queued/sent? There is a small processing window.
Alias: Did they reply from a personal email (e.g., gmail.com)? SendScale tries to match aliases, but if the addresses are totally different, the system may not realize it's the same person. You must manually mark the lead as "Replied" or "Unsubscribed" in the Leads tab.