Message Delivery Status
In this article
Understand delivery statuses
The delivery status tells you what happened to an email sent through YoPrint. Use it to check a customer message or send a failed email again after correcting the recipient's email address.
| Delivery status | What it means |
|---|---|
| Waiting to send | The email is in the queue to be sent. |
| Sending... | The email has been sent for delivery, but YoPrint has not yet received a delivery result. Most confirmations arrive within a few minutes, but mail server delays can take longer. |
| Sent ยท Delivery not confirmed | The mail service accepted the email, but YoPrint has not received a delivery result yet. |
| Delivered | YoPrint has received a delivery confirmation. This is not a read receipt. |
| Delivery failed | The email could not be delivered. Check the recipient's address. |
Delivery tracks whether the email reached the customer's mail server. YoPrint does not track email opens or read receipts.
The Status you assign for follow-up, such as Awaiting Customer Reply, is separate from Delivery. Changing a follow-up status does not affect delivery tracking, and delivery results do not change your follow-up status. See Manage customer message statuses.
Check a message's delivery status
-
Open Sales in the top navigation.
-
Choose Messages.
-
Check the Delivery column, then double-click the message text in the row to open the conversation.
-
Hover over the recipient's name in the message header to check the email address.
Correct an address and resend a failed email
When an email fails to deliver, YoPrint marks the message Delivery failed and shows Retry Failed? beside the recipient in the message header.
A typo in an email address can cause delivery to fail. Retry Failed? resends the message to the address it was first sent to, even after you correct the contact. Confirm the address with your customer before changing it. Then update the contact and send a new message. Do not use Retry Failed? when the address was wrong, because it would send the message to the wrong address again. Leave the failed message as it is: you do not need to do anything with it after you send the new message. It stays in the conversation, marked Delivery failed.
If the address was already correct, use Retry Failed? when delivery failed for a temporary reason. Check with the customer before you click Retry Failed?. It resends the email only to recipients whose delivery failed. Recipients who already received the email do not get a duplicate. If delivery fails again, confirm the address and the customer's ability to receive email before another retry.
With the conversation open:
-
In the composer at the top of the dialog, click the pencil icon (Edit recipients) beside Sent To.
-
In the Email Participants dialog, open the three-dot menu beside the contact.
-
Choose Edit Contact.
-
Correct the Email address.
-
Click Save.
-
Close Email Participants to return to the conversation.
-
Write the message again in the composer.
-
Click Send.
The new message goes to the corrected address and appears at the top of the conversation. The failed message stays below it with Delivery failed.
Saving the corrected address updates the customer's contact record for future orders and messages. Changing a contact's email also changes the address that contact uses to sign in to the Customer Portal (see Manage a Customer's Portal Access).
Find delivery-failure notifications
If delivery fails, YoPrint notifies the order's creator in the app and by email. The in-app notification identifies the order, for example Unable to deliver message to customer for SO0001. Alerts appear under the notification bell in the top navigation bar. Click the alert to open the conversation directly.
Use the message's Delivery status to check its current state. A failure notification can remain after you retry the message. You can dismiss or archive it from the notifications panel under the bell.