When customers use your site, PhoneX uses their email for updates about offers, orders, etc. The Email Sent Logs feature helps you assist customers with notification-email-related issues. You can see your sent emails' subjects, recipients, send times, and status.
Go to your side menu bar, and near the bottom, you will see the “Logs” section. Click the “Email Sent” choice. (If you don't see this menu choice, see Things to note )
You will be able to view all information regarding the email sent: what the subject was, what address it was sent to, the email status, and the date and time. The date and time will refer to the current status you see. For example, in the image below, this email was opened at 11:27 am on July 10, 2023
By clicking on the status marker, you can gain additional insight into the status.
You may come across the status of “Bounce.” By clicking on this status, you can gain more insight into what “Bounce” means. In the example below, we can confirm that, in this case, the “email account that you tried to reach does not exist.” This is typically due to a misspelled email address. This should help you troubleshoot with your customer.
Status Definitions
Bounce: The email has bounced, meaning it could not be delivered to the recipient's address.
Complaint: Complaints from the recipient, such as marking the email as spam or junk.
Delivery: Successful delivery of an email to the recipient's mail server.
Send: Initiation of the email-sending process.
Reject: The email-sending service rejected the email before attempting to send it.
Open: The recipient has opened the email (requires the use of open tracking).
Click: A click on a link within the email (requires the use of click tracking).
Rendering Failure: A failure in rendering an email for the recipient.
Delivery Delay: A delay in delivering an email to the recipient.
Subscription: A subscription confirmation for the topic associated with the email sending events.
Things to note:
By default, only the owner and the manager roles (within your system users) will have access to the Email Logs. Anyone else, such as sales reps, must be given the "Can view email logs" permission.
This can be done by clicking the “Can view email logs” permission option within any Sales Rep profile, as shown above.
If you need any help or would like a walkthrough of this feature, you can reach out to us directly at clientsuccess@phonexinc.com