Troubleshooting When email replies are not coming back to the Conversation
1. Check if Mailgun Receiving Route is set up. If you are on LC Email, move on to Step 2
2. How to verify MX records
The MX record is crucial for enabling Mailgun to track email replies.
Navigate to the agency view, then go to Settings > Email Services > Location Settings. Copy the domain/subdomain configured for the sub-account.
Access Mxtoolbox and perform an MX record lookup for the subdomain/domain you previously copied.
Based on the subdomain you configured with Mailgun, such as:
If you set up "companyname.com," you will look up the MX record for "companyname.com."
If you set up "replies.companyname.com," you will look up the MX record for "replies.companyname.com" to check if two records point to "mxa.mailgun.org" and "mxb.mailgun.org."
If the MX records "mxa.mailgun.org" and "mxb.mailgun.org" are missing, you must add them and set the priority to 10 for both MX records.
You can only choose one here if other records point to other email servers, like Google Workspace. So, you must either set up a subdomain for Mailgun or not use the domain for other email servers like Google Workspace.
If the issue persists and the email validation is not functioning as expected, kindly provide a screenshot of all the DNS records from your domain provider (GoDaddy, Namecheap, etc.) and contact our support for assistance. Alternatively, you can also seek help from your domain provider's support team to identify any missing configurations.
3. Verify whether you are utilizing the Root domain for both Google Workspace and Mailgun
Before setting up a root domain with Mailgun, ensure it is not already pointing to another service like Google Workspace or Outlook, where you use the same domain for work emails. Using the same domain for Mailgun and another email server may lead to conflicts. For further details, refer to "Can I Use the Same Domain Name for Mailgun and Google Apps (Or Another Email Server)?"
If you use Mxtoolbox to look up the MX record for the root domain, you may find it pointing to Mailgun and other email servers like Google Workspace, as shown in the screenshot below. You will need to decide since you can only choose one service for the MX record. Either set up a subdomain specifically for Mailgun or refrain from using the domain for other email servers like Google Workspace.
4. Verify the DNS records for accuracy and completeness.
Log in to Mailgun:
Navigate to the Sending tab.
Click on the last menu item, Domain Settings.
Ensure you have selected the correct domain/subdomain at the top location.
Click on DNS records in the top-middle section.
Verify DNS settings by checking if all 5 DNS records, especially the MX record, have a green checkmark.
Occasionally, even if all the DNS records have green checkmarks, the verification may need to be updated. In such cases, you should click the "Verify DNS Settings" button again to refresh the records and ensure their accuracy.
5. If you are using an SMTP provider instead of Mailgun/LC Email