Understanding email delivery statuses in ClinicSense

  • 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  • Failed emails are often caused by outdated email addresses or incorrectly-entered addresses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
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