Integrations & Lead Intake2 min read
The email to my client did not arrive
How to find out whether an email to a client was sent, refused or bounced, and what to do about each case.
When a client says they never got your email, the Sent log tells you what happened to it: it went out, Avensa refused to send it, or the client's mail server sent it back. Each case has its own fix.
Find the email in the Sent log
Open the Sent log
Go to SettingsAutomated emails and open the Sent log tab. You need permission to manage settings to see it; otherwise ask the agency owner.
Open the Sent logSearch for the client
Type the client's email address or the subject in the search box. Pick a longer period if the email is older.
Read the Status column
The status says what happened. Rows that did not reach the client show the reason underneath and a link to where you fix it.
What each status means
| Status | What happened | What to do |
|---|---|---|
| Sent | The email left Avensa. | Ask the client to check their spam folder and that the address is right. |
| Delivered | The client's mail server accepted it. | Ask the client to check their spam or promotions folder. |
| No tracking | It was sent through your own Gmail, Outlook or other mailbox, which doesn't report delivery. | If no bounce came back, it most likely arrived. Ask the client to check spam. |
| Not sent | Avensa refused to send it, for example because the client opted out of email, your mailbox isn't connected, or sending is paused. | Follow the link under the status: Connect mailbox, Open contact or What to do. |
| Failed | Your mail provider rejected the send. | Try again later. If it keeps failing, reconnect your mailbox in SettingsIntegrations. |
| Bounced | The client's mail server sent it back, usually because the address doesn't exist or the mailbox is full. | Click Check the address, correct the email on the contact and send again. |