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Zapier trigger isn't firing when a contact replies

#6 Resolved
Ashley D. 220 days ago

I set up a Zap using the “New Reply” trigger to create a Trello card whenever someone replies to a campaign. It worked when I tested it with a sample event, but real replies aren't triggering it. Any ideas?

Brian Campbell Staff 220 days ago

A few things to check on our side:

  • Is reply detection actually enabled on the campaign itself? It's a per-campaign setting under Campaign > Settings > Reply Detection — it's off by default for campaigns created before we added the feature.
  • Is the mailbox you're sending from actually connected for reply tracking (not just sending)? Sending and reply-detection are separate connections in Settings > Sending.

If reply detection is enabled and the mailbox is connected, replies should show up in your SubsiMail inbox within a couple of minutes, which is what triggers the Zapier webhook.

Ashley D. 219 days ago

That was it — reply detection was off on that specific campaign. Enabled it and testing now.

This ticket has been resolved. Its author or SubsiMail staff can reopen it to reply further.