When someone replies to an email sent from Neptune, the reply can appear in both Neptune and the sender’s normal email inbox. This keeps the conversation with the correct customer or lead while allowing the sender to continue using their usual inbox.
How Neptune receives a reply
Emails sent from Neptune include two reply addresses:
- a Neptune address that returns the reply to the correct customer or lead
- the selected sender’s normal email address
After an administrator chooses a reply domain, the Neptune address uses a recognisable format such as sender-name@your-business.neptunecrm.com. Until then, Neptune continues to use the existing record-specific address ending in @inbound.neptunecrm.com.
The normal address delivers the same reply to the sender’s inbox.
Some email apps show both addresses when the recipient clicks Reply. The Neptune address is expected and should remain included.
If the recipient removes the Neptune address, the reply may still reach the sender’s normal inbox, but it cannot be added to Neptune automatically.
Domain verification and connected Gmail
Verifying your organisation’s domain changes the address used to send email. It does not connect your mailbox or change how Neptune identifies incoming replies.
Connecting Gmail lets eligible emails be sent through your Gmail mailbox. Neptune still includes its reply address so the response can be saved against the correct customer or lead.
For both sending methods, the Neptune reply address needs to remain included for automatic reply capture.
See Sending Emails for sending-address setup.
Choose a friendly reply domain
An administrator can choose the organisation part of your friendly Neptune reply addresses. Neptune suggests a name from your verified domain or organisation name, and you can edit it before saving it.
To save or update it:
- Open Admin -> Email settings.
- Find Replies into Neptune.
- Review or edit the value under Reply domain.
- Wait for Neptune to confirm that the address is available.
- Click Save reply address.
The preview shows how the address will look. Each sender receives a stable name before the @, while team emails use a shared team address.
After you save the reply domain, new emails sent from Neptune use the recognisable address automatically. Existing reply and Import email addresses continue working. If an administrator updates the saved name later, the previous reply address also remains active.
Find incoming replies
Incoming replies appear in:
- Messages in the Side Nav
- the Emails tab on the relevant customer or lead
Unread conversations are highlighted. Open a conversation to review the thread, assign it to a team member, reply, or mark it unread for follow-up.
See Messages for the complete conversation workflow.
Import a reply that did not reach Neptune
If a reply reached your inbox but is missing from Neptune, forward it to the record’s import address:
- Open the customer or lead.
- Choose the Emails tab.
- Click Import email.
- Neptune copies the record’s forwarding address.
- Forward the missing email from your email app and paste that address into To.
After Neptune processes the forwarded email, it appears in the record’s email history.
Replies and sequences
If Stop on reply is enabled for a sequence, Neptune stops the sequence when it receives the reply.
If the recipient removes the Neptune reply address and the response only reaches the sender’s inbox, Neptune cannot detect that response automatically. The sequence may continue until a team member stops it manually.
See Sequences for enrollment and reply settings.
Common questions
Why is an unfamiliar Neptune address shown when the customer replies?
It is the address Neptune uses to save the reply against the correct customer or lead. After your organisation chooses a reply domain, it shows a recognisable sender and organisation name. It is part of the normal reply setup.
Our domain is verified. Why is the Neptune reply address still needed?
Domain verification authenticates outgoing email from your organisation’s domain. It does not synchronise incoming mailbox messages with Neptune.
We connected Gmail. Why is the Neptune reply address still shown?
Gmail sends the outgoing message, but Neptune still needs its reply address to identify the correct record when a response arrives.
Why did the reply reach my inbox but not Neptune?
The recipient may have removed the Neptune address before sending. Import the missing reply from the record’s Emails tab.
Can a reply be saved against a job automatically?
Incoming replies are saved with the customer or lead conversation. If a reply belongs with a job, import that individual email into the job. See Jobs.