Email / Pulse - Copy of the element's address - external users - not monday customers

Friends, good afternoon!

I created a routine of forwarding emails to my clients, inserting a copy of the element’s address.

It happens that the e-mail that my team and I send promotes the update normally in the element, but when my clients respond, the element does not update.

Is there any configuration to be done to allow updating the element when answered to the element’s email?