Undelivered emails

What Not sent, Bounced and Marked as spam mean in the Mailbox, and what to do when an email did not reach your customer.

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What it is#

Most emails arrive. When one does not, the Mailbox says so in red beside it, with the reason. There are three kinds:

  • Not sent: the email never left. Either RotaRound held it back (for example the customer has no email address, or it is a sample customer), or the email provider refused it.
  • Bounced: it left, then the customer's mail server sent it back, usually because the address is wrong or no longer used.
  • Marked as spam: it arrived, and the customer marked it as spam.

When to use it#

Use this when a customer says they did not get an email, or when you see a red status in the Outbox.

How to do it#

  1. Open the Mailbox and choose Outbox.
  2. Look at the status beside each email. Anything other than Sent is in red.
  3. Press the email to open it. A red line at the top says what happened and why, for example "It did not arrive."
  4. Press the customer's name in the details to open their record, and check their email address.
  5. Correct the address if it is wrong, and save.
  6. Send the email again. For a visit, use the tick when you confirm or move it. For anything else, write to the customer from the Mailbox with New email, or from their record with Send an email.

What your customer sees#

Nothing, if the email did not arrive. If it was marked as spam, they did receive it.

What happens next#

A bounced address is not blocked. The app will try it again next time, so it keeps bouncing until you correct it.

When you send something from a screen and it fails at once, a message tells you straight away: "Email not sent" with the reason. When moving or confirming a visit, it says "Not emailed" with the reason.

Good to know#

  • An email could not be delivered is off by default in Settings, Notifications. Tick In app, Email or Push for it if you want to be told each time. The Outbox shows failures either way.
  • You get at most one such notice a day for the same address and subject.
  • Marked as spam brings no notice. It only shows on the email in the Mailbox.
  • Emails to sample customers never leave: their addresses end in example.com.
  • It works the same in automatic and self mode.

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