Why a lead's reply arrived in your own inbox instead of in 1pm

You replied to a lead from the Leads inbox, and their answer turned up in your ordinary email inbox instead of in the lead's thread in 1pm. Nothing is broken, and your reply went out correctly. The lead's email app sent their answer to a different address from the one 1pm asked it to use.

This article explains why that happens and what to do with the reply.

The short version

Every reply you send carries a hidden reply address that is private to that lead. A reply sent to it lands in the lead's thread.
A small number of email apps and company mail systems ignore that address and reply to the From address instead.
If you send from your own domain, the From address is your real mailbox, so that is where the reply arrives.
The fix is to log the reply on the lead as a note, then carry on replying from 1pm.
Do not forward the email to the lead's reply address. 1pm would treat it as a reply from you and queue it to send to your client.

Why it happens

An email has two addresses that matter here. The From address is who the email is from. The Reply-To address is where the sender asks answers to go. 1pm sets them to different things on purpose: From is your venue's sending address, and Reply-To is the lead's private reply.1pm.app address. How lead reply emails work covers both in detail.

Almost every email app honors Reply-To when someone hits Reply. A few do not. The usual causes are:

The lead's company mail system. Some corporate setups rewrite or drop the reply address on outgoing replies.
The lead typed or picked your address themselves. They started a new email, or their app suggested your address from their contacts.
An older or unusual email app that replies to the From address regardless.

All three are on the lead's side. 1pm cannot force another person's email app to use the reply address, and neither can any other sender.

Where the reply ends up

That depends on which address your replies are sent from.

Your own domain (you set up a sending domain). The From address is a real mailbox of yours, so the reply arrives there like any other email. This is the case most people notice.
The default 1pm address ([email protected]). That address is send-only and has no inbox behind it, so the reply does not reach you. If a lead says they answered and the thread shows nothing, ask them to send it again using Reply on your latest email.

How to tell this is what happened

The email is in your own inbox, addressed to your own email address.
It is from the lead directly. It is not a "New reply from..." notification from 1pm.
The lead's thread in 1pm shows your reply and nothing after it.

What to do

Open the lead in the Leads inbox.
Paste the text of their reply into the reply box and click Note. The reply is now recorded in the thread, and nothing is emailed to the lead. See logging calls, texts and meetings on a lead for setting the time it actually arrived.
Write your answer in the same reply box and click Send reply, so the conversation continues from 1pm.

Reply from 1pm, not from your email app. A reply sent from your own mailbox goes straight to the lead and is never recorded on the thread.

Your next reply from 1pm carries the private reply address again. A lead whose email app ignored it once may ignore it again, so expect to log their later replies the same way.

Do not forward it to the reply address

It is tempting to forward the stray email to the lead's reply.1pm.app address to get it into the thread. Do not do that. Mail arriving at that address from your own email address is treated as a reply from you, held in your outbox, and then sent on to the client. Your client would receive their own message back. If you have already done it, cancel the held reply from the thread or from the notice 1pm emails you. Replies you send by email explains the hold.

How lead reply emails work covers the sending address and the private reply address.
Logging calls, texts and meetings on a lead covers notes on a lead's thread.
Replying to leads covers replying from the Leads inbox.
Verifying your sending domain covers sending from your own domain.