Fix Email Replies Not Showing Up in Sparkforge Conversations

When email replies do not land in Sparkforge conversations, the cause is almost always one of: a missing Mailgun receiving route, MX records pointing to the wrong place, a root-domain conflict with another email provider, or DNS records that have not been verified. Work through the checks below in order — earlier items resolve more cases.

1. Confirm the Mailgun receiving route exists

If you are on Mailgun (not Sparkforge Email), open Mailgun and confirm a receiving route is set for the domain. No route means no reply ingestion. If you are on Sparkforge Email, skip to step 2.

2. Check MX records with MXToolbox

1. Switch to Agency View > Settings > Email Services > Location Settings and copy the domain or subdomain configured for the sub-account.
2. Open mxtoolbox.com and look up the MX record for that exact domain or subdomain.
3. Confirm two MX records: mxa.mailgun.org and mxb.mailgun.org, both at priority 10.

If the records are missing, add them at your DNS provider. If you see records pointing to Google Workspace or another provider on the same domain, that is your problem — see step 3.

3. Resolve root-domain conflicts

A domain can only have one set of MX records. If your root domain points to Google Workspace or Outlook for normal email and you have also pointed it at Mailgun, neither side works reliably. Fix it by:

• Moving Mailgun to a subdomain like mg.yourdomain.com (recommended), or
• Removing the other email provider from the root domain.

4. Verify DNS in Mailgun

1. Log into Mailgun.
2. Expand Sending and click Domain Settings.
3. Select the right domain at the top.
4. Click DNS records, then Verify DNS settings.
5. Confirm all five records (SPF, DKIM, the two MX records, tracking) show a green check. Click verify a second time if any are missing — the check sometimes lags.

5. SMTP providers (not Mailgun or Sparkforge Email)

If you send via a custom SMTP relay, replies do not flow through Mailgun. Configure the SMTP provider's IMAP or webhook settings to forward replies into Sparkforge, or migrate to Mailgun or Sparkforge Email so the platform handles inbound automatically.

6. WIX as your DNS provider

WIX has limitations on advanced DNS records that can break Mailgun setup. The fix is to either move DNS off WIX (point your domain's nameservers at Cloudflare or your registrar) or use a subdomain on a different provider for Mailgun.

If you have run all six checks

Capture screenshots of:

• The MXToolbox lookup for your Mailgun domain.
• The Mailgun DNS verification screen showing all greens.
• The Sparkforge Email Services > Location Settings panel.

That bundle is what support needs to diagnose the remaining edge cases.