Tracking sent emails

Tracking sent emails

Important info
The  Outbox  tab contains the status of all emails sent via the portal.

To start, navigate to  the  Main menu  >   > Outbox tab.
  1. Emails can be sorted by Subject, Recipient, Sent (date/time) and Sent status; emails are sorted by Sent date by default
  2. Alternatively, you can use the Search  feature to find an email
  3. View all emails with a particular Sent Status by changing the All Statuses dropdown in the top right-hand corner
  4. Change the Document Owner dropdown to All Documents if the email was sent to the client by another user

Sent status


Pending

  1. The email has been pushed from the portal to a third-party email automation service
  2. This should appear only momentarily after sending an email via the portal

Accepted

  1. The email has been accepted by the third-party email automation service
  2. This should appear only momentarily after sending an email via the portal

Success

  1. The email has been successfully sent to the recipient's email address

Failed

  1. The email failed to send to the recipient's email address
  2. A white circle with an exclamation mark will appear above the Main menu >  icon to notify you that an email failed to send; you'll also receive an automated email from the portal
  3. A red circle with an exclamation mark will appear on the left-hand side of the failed email's subject line in the Outbox tab
  4. The Sent Status column will contain details about the failure
    1. Temporary failures will attempt to be resent for the next 12 hours; if successful, the Sent Status will not update if the email sends successfully - contact us if you require confirmation of an email's success
    2. Most failures are due to an incorrect email address; update the email address in the client's profile (or in XPM followed by a manual sync), then open the failed document from the Main menu >  > Completed tab and resend to the client
    3. If the email address is correct and the recipient has not received the email, or you're unsure why the email failed, contact us for support
  1. Click the Clear Notifications button at the top of the page to remove the exclamation mark icons

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