When you look at the Communications tab in a person's profile (Contacts > People), 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 by the recipient
- A red 'warning' triangle indicates an issue with delivery
This information comes directly from the person's email provider. Once the Eleyo system receives details that a message has been delivered, there isn't any additional visibility to the routing of the message internally within that email service. For example, the Eleyo service can get a 'delivery successful' response, but the message may still be routed to a junk or spam folder.
Each email has a date and time stamp. That date and time stamp can correspond to when an activity occurred in the system. For a payment receipt, it can indicate when the payment was created. For a child care contract, it can indicate when the parent submitted the request online or when staff approved the contract. For an enrollment, it can indicate when that was completed online or by staff. Details of each individual email matching what the person received can be viewed by selecting the magnifying glass icon.
On the Admin side, if staff hovers on the red 'warning' triangle icon, there can sometimes be further details about the undelivered email. A Soft bounce indicates that a message has gotten as far as the recipient's mail server, but is bounced back as undelivered before it gets to the intended recipient. A Hard bounce indicates that a message 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 any issue with their email provider, staff could attempt to resend any emails manually.
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 further investigate. Individual emails that indicated they were bounced should be resolved by the owner of the email address with that email service.
In Eleyo, if the email address shows that it is on a blocklist (shown below), it means there are issues delivering to that particular email address. This can either be due to typos or other input issues with the email address or that the end user has possibly marked the message as spam in error. 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 an email other than a personal email (i.e. a corporate, school or 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).