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Locating the Email and SMS Communications Log

Antony Campitelli
Updated

What is covered in this article? 

Overview

A communications, or comms log, can be accessed from the Contact & Student Details screens.  With the introduction of this feature we have renamed the Activity Log to History and added a new tab to the History Panel that permits you to navigate between Activities and Communications.

Why is this important?

Often school users want to know if an email was sent, and it's relevant status such as whether it bounced, was opened or if the. user clicked on a link.

All emails are now logged along with their corresponding status in the comms log.  This means you can see if an email was sent, and the corresponding status - i.e. if it was received or if it bounced. Same for SMS, if you have this feature turned on.

 

Note:

  • The Comms log for all contacts will appear on screen after the first email is sent from Enquiry Tracker.
  • Email Comms sent from Communications>Email screen are still logged in the old activity log.  These will move over to the new Comms log in an upcoming release.

 

Accessing the Comms Log on the Contacts Screen

Follow the steps below to access the comms log

  • Go to Enquiries> Contacts
  • Locate the specific contact you want to review for comms
  • Click the Contact name or pencil icon to go to the contacts details screen
  • Scroll down to the History panel
  • Click the Communications tab
  • The table will display all comms that have been sent

Accessing the Comms Log on the Students Screen

Follow the steps below to access the comms log

  • Go to Enquiries> Students
  • Locate the specific student you want to review for comms
  • Click the Student name or pencil icon to go to the student details screen
  • Scroll down to the History panel
  • Click the Communications tab
  • The table will display all comms that have been sent that relate to this student

Comms Log Features

The new comms log has several new features including:

Filter the Log - click the Last 7 days button to increase or decrease the number of messages or Add Filter button to marrow by message fields

Sort Columns - Sort any columns in ascending or descending order

Preview Message - click the preview icon to see the details of the email or SMS that was sent

When previewing emails sent, click the icon to see the details of the message

When previewing SMS messages, they will be displayed as follows:

Message Statuses

Each email message can have a status that means the following:

Status Message Type Description
Sent Email The email has been sent and no longer in the queue
Failed Email This error typically indicates a problem on the receiving server. Make sure the recipient address is valid.
Bounced Email

An email will have a “bounce” status when it cannot be delivered to the recipient and is returned with an error message.

There are two types of bounces:

Soft Bounce: This is a temporary issue such as the recipient’s inbox being full or a connection timeout.


Hard Bounce: This type of bounce occurs when an email cannot be delivered permanently due to reasons like an invalid email address (e.g., a mistyped address or a non-existent destination server) or when Enquiry Tracker is unable to establish a connection with the recipient's server, marking the email address as invalid or non-existent. It is good practice to fix these email addresses to maintain good reputation score
Marked as spam Email Spam complaints are made when the recipient believes an email is unsolicited and marks the email as Spam. Spam is typically aimed at marketing emails; whereas transactional emails usually do not warrant spam complaints.
Delivered Email If an email has the “delivered” status it means that it was successfully sent and accepted by the recipient server.
Opened Email An Opened status measures if the recipient opened your email.  Note that for privacy reasons, some email clients make this the default status even if the recipient has not looked at the email.
Clicked Email Accounts for successfully delivered emails with at least one click (excluding those clicks where an unsubscribe occurs).
Dropped Email A dropped email means that the email address has had a previous bounce history and therefore won't be sent. ​ Please double check the address for any typos and confirm that the address is still active.
Delivered SMS The SMS was sent and arrival was confirmed via delivery receipt.
Failed SMS Any messages with this status have been passed to the gateway, but the recipient's carrier did not acknowledge the successful delivery of the message to the end recipient.

 

Add Filter - click the Add Filter button to filter for values such as show me only SMS messages or Emails that bounced.

  • Click ADD FILTER button
  • Choose from one of the available columns
  • Enter in the relevant data
  • Click the x icon in the search tag to clear out the search

 

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