FAQ — The Customer Says They Replied but I Don’t See It
The reply usually exists — it just landed somewhere other than the conversation you’re looking at. Search by the customer’s email address first: the most common cause is that their reply created a new conversation instead of threading onto the existing one.
Did it land on a different conversation?
If the customer’s email reply was missing the threading headers (e.g., they composed a fresh email instead of clicking Reply), it might have created a new conversation. Search by their email address in the conversation list.
Was it flagged as spam by the channel?
The channel provider (email, especially) may have intercepted the reply. Check the channel’s spam/quarantine on the provider side, or check the customer’s contact in CRM for any delivery flags.
Is it on a related contact?
If the customer has multiple contact records (different emails, merged duplicates), the reply might be on a sibling record. Search the contact’s name, not just the specific email.
Still can’t find it?
If the whole conversation — not just the reply — seems missing, work through I can’t find a conversation. If customer messages are disappearing silently with none of the above explanations, that’s an Atender bug: capture the conversation ID and reach out to your account contact.