See what happened to an email

The Messages log answers one question: did this person get it? It lists every email and every text your brand has queued, from campaigns, flows and receipts, and shows what happened to each.

Go to Email & SMS → Reports → Messages.

#Find a message

Each row shows To, Message (the subject, or the first line of a text), Kind, Where it came from, What happened and When.

• Search. The box reads Search by address, number, subject or text. Type at least 3 characters.
• Kind. All kinds, Marketing, Flow or Receipt. A message a flow sent is a Flow even though it is marketing.
• Where it came from. Starts at Anywhere. You can pick a campaign, a flow, or an API tag (the labels you put on messages you send from your own code).
• From and To dates, then Apply. Clear resets the filters.
• All, Email and Texts buttons choose the channel.
• A row of state buttons: All, Queued, Sent, Delivered, Opened, Clicked, Bounced, Held back and Failed.

Move through the log with ← Newer and Older →. There is no total count on purpose, because counting every message on every page view would slow the screen for everybody. Press Export this view to download what you are looking at as a file.

The states read like this:

• Queued. We have it and it is waiting to go.
• Going out now. It is being handed over.
• Sent. It left us.
• Delivered. The inbox accepted it.
• Opened and Clicked. The person did that. Clicked outranks Opened, which outranks Delivered.
• Held back. We chose not to send it. The message page says why.
• Bounced. We sent it and the inbox answered no. The label names the kind of bounce.
• Failed. We gave up.
• Cancelled. Somebody stopped it.

Opened is not proof of a read. Some mail apps open the tracking image on their own. Texts have no opens at all. On the Texts channel the Opened button shows a dash.

#Open one message

Click a row. At the top you see the state as a chip, then the answer.

• A red box, This one never left., gives the reason it was held back, in plain words.
• An amber box names the bounce kind and, when there is one, the exact words the other server said.

Below that:

• What happened, in order. A timeline: Queued, Handed to the mail server, Delivered and so on, with times.
• What we sent. The exact email as it went out, with merge tags filled in and links rewritten. It is the record, not a re-render of your design, so it does not change if you edit the template later.
• The plain-text half, if there is one.
• The details. Queued, From, Reply to, Attempts, Carried by and Their reference. If you sent it from your own code with an idempotency key, the Retry key shows too.
• Headers we set. The technical lines on the message, including the unsubscribe headers that Gmail and Yahoo require on bulk mail.

Click the person's address to open their contact page, and the source to open the campaign or flow.

#Send a receipt again

Only a receipt can be sent again from here. On the message page, press Send it again. You need permission to send campaigns. Marketing and texts cannot be re-sent this way, because a one-click resend would skip the frequency limit and the check that the person still wants to hear from you. Send those from a campaign or a flow.

#Receipts and codes

#If it didn't work

• I cannot find a message. Clear the filters. Check the date range and the channel. Search needs 3 characters.
• The status is Delivered but the person says it did not arrive. Ask them to check spam. See "Why emails land in spam".
• It is Held back. Open it and read the reason. See "Consent, unsubscribes and held-back contacts".
• There is no Send it again button. The message is not a receipt, or your role cannot send campaigns.