When you look at the Communications tab for a specific person, there are can be one of several icons displayed for each email.
- A green arrow indicates that the email was delivered successfully
- A blue check mark indicates the latest date/time the particular email was opened
- A yellow 'warning' triangle indicates an issue with delivery
This information comes directly from the person's email provider. Once the Eleyo system receives details that it has been delivered, there isn't any immediate visibility to the routing of the message internally to that email address. For example, the Eleyo service can get a delivery successful, but it may still be routed to a junk or spam folder.
On the Admin side, if staff hovers on the triangle 'warning' icon, there can sometimes be further details about the undelivered email. A Soft bounce is a message that gets as far as the recipient's mail server but is bounced back undelivered before it gets to the intended recipient. A Hard bounce is a message that has been returned to the sender because the recipient's address is invalid. If an email is bounced, the Eleyo system will not attempt it again. After the person resolves the issue with their email provider, staff could attempt to resend any emails.
In Eleyo, if the email address shows that the email is on a blocklist, it means there are issues issues delivering to a particular email address. This can either be due to a typos or other input issues with the email address or that the end user has marked the email as spam. Once any possible issues have been corrected, staff can use the Remove from Blocklist button in the profile. This will only remove the block from new emails being sent to that email address (previous emails that could not be delivered will not automatically be resent).
If the person is using a work email address, along with checking any spam or junk folders, they may need to check with their IT/technical team there to verify that the email domain DistrictName@ce.eleyo.com is white listed or on the safe sender list (where DistrictName is the first part of your program site's URL).
When viewing details under the Emails Undeliverable this Week section of the system Dashboard, if a group of bounced emails are all from the same email service on the same date (i.e. for a group that were mass invoiced), please contact Support with details so we can investigate.