Organization Email Replies Not Showing

No replies to emails sent from the CRM using the Organization Email are getting pulled in under Contact or Lead records, or anywhere I can see.

Of course the email is linked to a customer contact in the crm, i can see the SENT email and i can see when she OPENED it but if she reply me back to Organization Email address i cannot see anythings...

My personal email address works as you would expect. Any ideas?