- A client's Email log displays delivery statuses for all emails sent in the past 30 days
- There are eight different statuses, and each has a different meading
- Continue reading for more information
Contents
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Clicked
- The Clicked status means that a link or button within the email has been clicked
- It's generally a very good indication that the email was both delivered and seen by the client
- Please note: Click rates may be skewed due to privacy and firewall settings
Deferred
- The Deferred status means the receiving email provider has temporarily rejected the email
- The email cannot immediately be delivered, but it hasn’t been completely rejected
- ClinicSense will automatically attempt to re-deliver the message
- You can check back later to see if the status has changed
Delivered
- The Delivered status means the client's email provider reported the email as successfully delivered
- However, some email providers choose to report inaccurately, for various reasons
- Because of that, the Delivered status doesn't guarantee that the email was placed in the recipient’s inbox
- If the client says they did not receive the email, but the delivery status is Delivered, please ask them to check their junk, spam, etc. folders
- If the client does not see the email in those folders, please ask them to contact their email service provider
- Since the email service provider confirmed delivery, the client will need to ask them where the email was sent
- Please note: If you see an Open or Clicked status, that's a very good indicate that the email was delivered.
Failed
- The Failed status means the receiving email provider cannot or will not deliver a message
- Failed emails are often caused by outdated email addresses or incorrectly-entered addresses
- Failed emails can also be caused by previous spam reports, which will prevent the system from sending any more emails
- Please check with the client that the address is current and correct, and that they haven't reported previous messages as spam
- If a spam report was done by mistake, the client can request to be removed from the spam list
- To do that, they need to email support@clinicsense.com from the address in their client file
- Please note: For compliance purposes the removal request must come directly from the client
Open
- The Open status means the email has been opened
- It's generally a very good indication that the email was both delivered and seen by the client
- Please note: Open rates may be skewed due to privacy and firewall settings
Processed
- The Processed status means the email has been prepared for delivery by our email provider
- After a few minutes, the email should be sent
- If an email is in this status for longer than 10 minutes please contact support@clinicsense.com
Sending
- The Sending status means that the email is being sent to the ClinicSense email provider
- After a few minutes, the email should be sent
- If an email is in this status for longer than 10 minutes, please contact support@clinicsense.com
Spam report
- The Spam report status means the client has marked the email as spam
- If this was done by mistake, the client can request to be removed from the spam list
- To do that, they need to email support@clinicsense.com from the address in their client file
- Please note: For compliance purposes the removal request must come directly from the client