One of my customers replied to an email that was originally sent from a Sales Order. The customer's reply email shows on the Messages tab of the SO. It does not show up in the Sent Email list though, and the recipient in my company never got the email in their inbox. Has anyone seen this before?

That usually means the reply was routed through NetSuite’s email capture, but didn’t forward to the internal recipient. If the reply address was a system-generated one (like message@netsuite.com), it can land on the record but skip the user’s inbox if forwarding rules or reply-to settings aren’t aligned. Worth checking the original email’s reply-to and whether the user has email preferences set to exclude those.

@christianRILECPQ Thanks for the reply. Where are those email preferences you mentioned in the last sentence?