See every message you've sent

The Messages screen lists every email and every text your brand has queued: campaigns, flows and receipts. For each one it shows where it got to. Use it when a customer says "I never got it."

#Where it is

Open Email & SMS, then Reports, then Messages.

#Find a message

1. Type in Search by address, number, subject or text. Type at least three characters. With fewer, a note says "Not searched yet."

2. Press the Email or Texts pill under the filters to see one channel. All shows both.

3. Pick a Kind: All kinds, Marketing, Flow or Receipt.

4. Pick a source in the menu that starts at Anywhere. It groups Campaigns, Flows and API tags, so you can look at one campaign or one flow.

   On screenCampaigns › Flows

5. Set From and To dates.

6. Press Apply. Press Clear to start over.

The row of pills below filters by what happened: All, Queued, Sent, Delivered, Opened, Clicked, Bounced, Held back and Failed. On texts, Opened is greyed out, because a text has no opens.

#Read the list

Each row has these columns:

• To: the address or phone number.
• Message: the subject, or the start of a text. A reply from a customer shows ← Reply.
• Kind: Marketing, Flow or Receipt.
• Where it came from: the campaign, flow or API tag.
• What happened: a chip such as Delivered, Clicked, Sent, no answer yet, Waiting to go, Held back, Failed or Cancelled.
• When: the date and time it was queued.

Click a row to open it. Use ← Newer and Older → at the bottom to page. The screen has no running total on purpose, because counting every message on every view would slow it for everyone. Export the view if you need the number.

#Open one message

The page for a single message shows:

• What happened, in order, a timeline with times: Queued, Handed to the mail server, Delivered, and so on.
• What we sent: the exact email as it went out, with merge tags filled in and links rewritten. It is a record, so it does not change if the design does. A text shows the exact words.
• The plain-text half of an email.
• The details: queued time, From, Reply to, number of attempts, who carried it, and their reference.
• Headers we set: the unsubscribe headers and the tags that trace a complaint back to this message.

Notes appear above the trail when something went wrong:

• This one never left. followed by the reason it was held back, such as the person unsubscribed or had no proof of consent.
• A bounce note names the type, for example a dead address, and shows what their server said.
• The last attempt failed. with the error.

#Send a receipt again

Only receipts have a Send it again button, and only people who can send campaigns see it. Marketing cannot be resent from here, because campaigns and flows check your sending limit and whether the person still wants email. A text cannot be resent from here either, because each text costs money and has to pass the time-of-day rule. Send it from a campaign or a flow.

#Export

Press Export this view at the top right. It downloads a CSV of everything that matches your filters. The columns are message_id, queued_at, to, subject, kind, source, state, bounce_class, held_back_reason, from, tags, purpose, channel, direction and body. An export holds up to 50,000 rows. Narrow the dates if you need more.

#If it didn't work

• Nothing matches these filters. Press Clear, then add one filter at a time.
• Nothing was sent in those dates. Widen the From and To dates.
• "Not on this brand". The link is old, or belongs to a different brand on your login.
• A person says they got nothing, and the row says Delivered. The inbox accepted it. Ask them to check spam and promotions.
• The row says Held back. Open it. The reason is printed on the page.