This article details the various email statuses provided by SendGrid, explaining what each status means and how it relates to email delivery and recipient interaction.
When you send emails using Commusoft, you can track their delivery status directly within the communication timeline of the relevant record. This tracking functionality is only available and relevant if you are using the default Commusoft email option and have not connected any other email providers to receive statuses directly within Commusoft.
If you have configured your own email provider in the Connect emails setting, these statuses will not be displayed within Commusoft.
Understanding Each Email Status
Here are the possible email statuses you might see:
Sent: Your email has been successfully handed off by Commusoft to our mail provider, SendGrid, for delivery.
Delivered: Your email has been successfully received by the recipient's mail server.
Opened: Your email has been viewed by the recipient. (See tracking limitations below)
Clicked: The recipient has clicked a link within your email. (See tracking limitations below)
Spam Report: The recipient has marked your email as spam. This can negatively impact your sender reputation.
Bounced: Your email was rejected by the recipient's mail server and could not be delivered. This often happens due to an invalid or non-existent email address.
Dropped: Your email was intentionally not sent by SendGrid. This often occurs when a previous attempt to send to the recipient resulted in a 'bounced' or 'spam report' status, and SendGrid has added the email address to its suppression list. SendGrid drops the email to protect your sender reputation and avoid sending to problematic addresses.
Status Limitations
While we strive for accuracy, it's important to understand a few things about how email statuses are tracked and reported:
Tracking Limitations: Our email provider uses various methods to detect opens and clicks, but these can sometimes be blocked by certain mail providers. Therefore, the accuracy of "Opened" and "Clicked" statuses cannot be guaranteed 100%.
Multiple Recipients: When an email is sent to multiple recipients, only the most recent status for the entire email is displayed and not the individual status of each recipient. This may lead to discrepancies if you send to groups of customers.