No replies show up in the Engager
Short answer
If your emails go out but no replies show up in the Engager, LeadJabber is usually not reading the mailbox you send from. Sending runs through your email gateway even when the mailbox connection is incomplete, so the campaign looks normal. Check the account under User Profile, then disconnect it and connect it again with all permissions.
What you see
Your sequences are running and Email Activity shows deliveries, but the Engager stays empty and Unique Replies stays at zero. Contacts who have replied may also keep getting follow-up emails.
Why sending works while replies are missing
LeadJabber sends your emails through your email gateway, such as SendGrid. Replies arrive in your own mailbox, and LeadJabber registers them by monitoring that mailbox. If LeadJabber cannot read the mailbox, sending continues as normal, but no replies are registered and no sequences are stopped.
Causes and fixes
1. The Engager filters hide the replies
The Engager shows replies for the period in Start and End, and only for the user chosen in the Responsible menu.
Fix: Choose a longer period and click Set, or choose the right user under Responsible.
2. LeadJabber was not given permission to read a Google mailbox
When you connect a Google account, Google asks you to allow LeadJabber to read your email. If that permission is left unchecked, the connection still completes, but LeadJabber cannot read replies.
Fix: Disconnect the account and connect it again (see below). Check every permission Google asks for.
3. A Microsoft 365 administrator has not approved LeadJabber
Some organisations only let an administrator approve new apps. LeadJabber then shows a link and a short explanation you can copy.
Fix: Send the link and the explanation to your Microsoft 365 administrator. When they have approved LeadJabber, connect the account again. See Connect a Microsoft 365 email account.
4. The connection to the mailbox has stopped
A connection that worked before can stop, for example if access for LeadJabber is removed in your Google or Microsoft account, or the password for an IMAP account changes.
Fix: Disconnect the account and connect it again (see below).
How to check the connection
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Go to User Profile and find the account under Email Accounts.
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Click the eye icon (Inspect your email configuration) on the line with the account. Email Account Details shows the folders LeadJabber monitors, Last heartbeat and Last received. If Last received is older than the latest reply you know about, LeadJabber is not reading the mailbox.
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For a Google account, click Health Check. If it shows No active watch found, LeadJabber is missing permissions.
See Check your email account connection for more about these details.
Connect the account again
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Go to User Profile and find the account under Email Accounts.
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Click the red disconnect icon (Disconnect this email address from your LeadJabber account).
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Click Connect new, choose your provider and accept every permission you are asked for.
You do not lose anything when you disconnect. LeadJabber stops registering replies while the account is disconnected and starts again when you connect it.
When to contact support
Contact us if Health Check still shows No active watch found after you have connected the account again, or if replies are still missing a day later. Email support@leadjabber.com with the email address of the account and the name of a contact who replied.
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