This article is for administrators and applies to both versions (1.0 and 2.0) of Get Connected.
This article covers the following topics:
To view the statuses of emails sent via the email blast tool:
- From your site manager panel, go to Communication > Email Stats.
The Email Stats table shows the date each email blast was sent, the campaign name, the total emails in the original recipient list, and an option to export the statuses.
- Click on a campaign name to view the totals of the different email statuses for the email blast. A table displays the various statuses that resulted from the email blast.
To view the specific details of which recipients returned which statuses, click the applicable Export link in the Export column of the Email Stats table. Enter your email address click Email Export to have the spreadsheet emailed to you.
Viewing Email Statuses for Automated Notifications
To view the statuses of automated notification emails:
- From your site manager panel, go to Volunteerism > Users.
- Click on the name of the user to view. (You may need to search for their name first).
- In the user profile that is displayed, click Emails.
You'll see a table listing all of the automated notifications that have gone to that user. Here's an example:
See below for an explanation of the email statuses that may appear for email blasts and notifications.
Emails from your Connect site will have a primary status of Sent or Skipped. Most emails from your Connect site are sent, though some may be skipped for certain reasons. Within those two statuses are a variety of secondary statuses, or sub-statuses. These are described in the table below.
Click on a sub-status to learn what action to take (if any) for emails displaying that status.
|Sent||The message has been sent, but the system has not yet received an indication of whether the message was delivered.|
|Bounced||The message was sent but was rejected by the recipient's email server. A message can be rejected for a variety of reasons--for instance, if the email was invalid, if the mailbox is full, or if there was an "out of office" response. Your system will no longer send messages to this address; attempts to email this address will automatically result in a status of "Previous Bounce." (See "Skipped: Previous Bounce," later in this table.)|
|Confirmed Delivered||The message was sent, and the recipient's email system reported back that they received the message.|
|Opened||The message was successfully delivered, and the recipient opened the email.|
|Clicked||The message was successfully delivered, and the recipient both opened the email and clicked a link that was provided in the email.|
|SpamReport||The message was sent, but either the recipient or the recipient's email system flagged the message as spam. See "Skipped: Previous SpamReport" below for more information on messages marked as spam.|
|Test Address||The message was skipped (not sent) because the recipient address was a test address (one ending in @example.com).|
|Previous SpamReport||The message was skipped (not sent) because the recipient (or their email system) flagged a previous message from your system as spam. No further emails will be sent to this address until the spam record is cleared.|
|Previous Optout||The message was skipped (not sent) because the recipient has opted out of email messages from your system.|
|Previous Bounce||The message was skipped (not sent) because a previous message to this email address bounced. No further messages will be sent to this address until the bounce record is cleared.|
|Invalid Email Address||The message was skipped (not sent) because the email address is not valid.|
|Skipped by Template Rule||The message was skipped (not sent) because a site manager has deactivated the template.|
Most statuses do not require any action from you. However, if a status shows that an email was not sent, or was sent but not successfully delivered, you may need to take some action.
A status of "Processed" indicates that, although the email has been sent, the receiving email server has not responded to Galaxy Digital. Contact your email provider to see why the server is not responding.
If an email has a status of "Bounce" or "Previous Bounce":
- Ensure that the email address is correct (no misspellings, correct domain, etc.).
- If the address is an active address that should be receiving the emails but isn't, contact us so we can clear the bounce record.
- Instruct the recipient to add galaxydigital.com to their safe-senders list ("white" list).
Note: Galaxy Digital has previously given clients IP addresses to add to white-lists when attempting to increase email delivery. Galaxy Digital now recommends white-listing the email address that has been approved for your site using the new Email From Address field in site settings. Please add that address to white-lists for best results. You may also need to white-list the amazonses.com domain.
If an email has a status of deferred:
- Ensure that the user's email system and domain are active. (A common reason for a "dropped" status is that the email system was down when the email should have been received.)
- Have the user check to see if their mailbox is full or if their "out of office" response setting is turned on.
If the email system and domain are active, the mailbox is not full, and the "out of office" setting is off, contact Customer Care so that Galaxy Digital can research the problem further.
You should not have to take any action regarding email statuses of "Delivered." Occasionally, however, a user may report that they are not getting emails--even though those emails show up as being "Delivered." If this happens, advise them to check any other email folders that they have, in case the emails are being incorrectly routed to somewhere other than their inbox. If they still cannot locate the emails, they should contact their email provider to see why the the "Delivered" status is being returned.
If you report a bug or other problem with your site, Galaxy Digital may occasionally need to create a test address on your site for testing purposes. Your Connect system recognizes addresses ending in @example.com as test addresses and does not send notifications to them. Galaxy Digital's process is to deactivate all test addresses that we create on a client site; however, if an address is not deactivated as intended, you may see this status. Some clients also use the @example.com setup for volunteers who do not have email addresses but wish to have an account on the site so that they can sign up for needs and events.
If an email has a status of "SpamReport" or "Previous SpamReport" ask the recipient to (1) check their spam folder, and (2) change their email settings to accept emails from the galaxydigital.com and amazonses.com domains.
A user who has opted out of emails will not receive automated notifications or email blasts sent from your system. Direct the user to their profile, where they can opt back in to emails.
If you see this status, double-check to ensure that the email address is valid and correct.
To activate a template, go to Communication > Notifications and select Active from the Status column for the template you wish to activate. To learn more about notification templates, click here.