Email tracking & log
Every email your account sends is logged, along with what happened to it afterwards. When someone says they never got their invite, this page answers it: whether it was sent, whether it reached them, and whether it bounced.
Open Emails and go to the Activity tab.
Start with Problems
The tabs above the filters hold the questions people usually arrive with:
- All. Everything sent from your account.
- Problems. Bounced, complained, failed, refused before sending, or delayed. Anything that did not land cleanly.
- Delivered. Confirmed as reaching the mailbox, including ones that were then opened or clicked.
- Not sent. Stopped before it left, either refused by us or by the email provider. That is a different problem from a bounce and worth telling apart.
A bounce means the receiving address rejected it: usually a typo, a closed mailbox, or a full one. A refused send means we or the provider declined to send at all, commonly to an address that has bounced or reported spam before, or because your monthly email allowance was used up. Fixing a bounce means fixing the address. Fixing a refused address usually means asking the person for a different one.
The Problems count
The Emails item in the sidebar, and the Activity tab, carry a count of problems from the last 7 days. The Problems list shows the same 7 days; Show older problems brings back the rest.
Once you have dealt with a problem, click Ignore on its row. It stops counting towards the badge but stays in the log, tagged Ignored, and Undo puts it back. Ignore all does the same for every problem your current filter shows, after asking you to confirm.
Narrowing it down
Under the tabs is a filter bar:
- From and To dates.
- Audience: clients, the people you onboard, or you and your team. The middle option uses your own word for people.
- Search: a name, email address, subject, or portal.
Click Apply to filter. Filters live in the address bar, so the view survives a refresh and you can paste the URL to a colleague. Clear appears once a filter is set.
Reading a row
The table shows When, Subject, Who, About, and Status, 50 at a time, with Load more at the bottom. About links to the portal the email belonged to.
Click a row to open its details: when it was sent, the current status and when it changed, first opened and first clicked where known, the From and To addresses, what kind of email it was, and who sent it if a person did rather than an automation. A problem row also says why it failed.
Emails to the people you onboard, and notices to you and your team, never keep a copy of their text, and the details panel says so. Only client-facing mail keeps its text.
Two caveats the page repeats, both worth taking seriously:
- Delivery status comes from the email provider and can take a few minutes to settle. A send that looks unconfirmed for a moment is usually early.
- Opens and clicks are only counted where the recipient's mail client allows it. Many clients block tracking, so "not opened" is not proof it was not read.
Exporting
Export CSV downloads exactly what your current filter shows, so set the filter first. It stops at 5,000 rows and says so in the file when it does. Narrow the dates and export again for the rest.
What it does not show
Invites that a batch skipped (because the allowance ran out, or the person's address or link changed while it waited) are not listed, because nothing was sent.
Records are not kept forever. Export anything you need to keep for your own records. Email record retention has the details.
Getting help
If something here does not match what you see on screen, email [email protected] and we will take a look.