When you send emails using Commusoft's built-in mail provider, SendGrid, you can track their delivery status directly within the notes and communications tab of the relevant record. This is especially useful if you haven't set up your own SMTP server or if an email has previously failed delivery.
Email statuses will only be displayed if using the Commusoft noreply email provider option.
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 opened by the recipient. (See tracking limitations above).
Clicked: A link or content within your email has been clicked by the recipient. (See tracking limitations above).
Spam Report: The recipient has marked your email as spam. This can negatively impact future deliverability.
Bounced: Your email was rejected by the recipient's mail server and could not be delivered. This can happen for various reasons, such as an invalid 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 bounce or spam complaint, or if the recipient's email address is on a 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 "Opened" and "Clicked" statuses:
Tracking Limitations: Our email provider uses 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 first email address in the list will be tracked for open and click activity. Keep this in mind when sending to groups of customers.