Messages  - Sent, Failed & Pending

Client communication is so important, so Snoofa comes with an area dedicated to helping Admins check what has been sent, what failed to send, & what is pending. 

NOTE: Messages are emails. After all, emails are Messages!

MAIN NAVIGATION > Messages

Messages Area

How-To Check Your Messages

Once you head over to Messages, within the Main Navigation area You will find 3 sections. The All Messages section does what it suggests, show you All Messages. It also comes with a filter, letting you search by Subject or To, with the latter being the Clients name. Both allow part searching, e.g., entering Alex or alex, would find messages sent to a Client called George Alexander Louis, for example.

All Messages, also comes with a column called Status. Which shows you if a message was Sent, giving date & time of sending. Or if a message was Delivered to the Client, & even if Opened by the Client. Hovering over the symbols will give you more information, but in short, 1 tick means Delivered, 2 ticks Opened. An arrow pointing at a mailbox, meaning Sent, but not yet Delivered or Opened, although possible the information was simply not available, but the message was Delivered/Opened. 

The Pending VIP Messages section, shows Admins what is pending to send to VIP Clients. The reason these are pending is that all Clients tagged as VIP, have their messages held back from sending, until an Admin chooses to allow the message to send, allowing them to also edit the message first, should they wish. This could allow an extra personal touch be added before sending, or for no sending to take place at all if the Client does not want bothering. 

Clicking on the 3 circles, under the Action column will give Admins a menu, with the choices Details, Edit & Send, & Drop. Details showing the messages content. Edit & Send allowing exactly that. Lastly Drop giving the option to mark the message as dropped & therefore not be sent to the Client, as well as removed from the VIP Pending Messages list.

Lastly Unsendable Messages, in other words failed to send. Once again you have an Action column, giving you 3 options, Details, Drop, & Mark as Sent. It is also possible to click on the Subject of Unsendable Messages, opening a page where you can edit the message, including the to Email & try sending again. 

Client Message Detail

How-To Deal With Dropped

The Status column as mentioned above, can also show a red X. These are your failed (dropped) Messages, why you ask?

Why is a simple question, but with multiple possible answers that can get a bit complicated. So if you really want to know, read on.

If all the Messages going to all Clients are showing the red X, then it suggests the system is down. Please report that to us, soon as possible.

If it is just one or two Messages, to one or two Clients. Then it suggests the email system we use to send Messages has added those email addresses to a Suppression list. There are three types of suppressions; Bounces, Unsubscribes, and Complaints.

Bounces

These happen due to a recipient's address being returned as invalid/non-existent/temporarily misconfigured.

Unsubscribes

From when a recipient no longer wishes to receive emails, & has clicked to unsubscribe.

Complaints

When a recipient complains about your sending by clicking to mark it as spam in their inbox. 

NOTE: Email providers such as Microsoft & Google can also have global level filters which classify emails as spam without the recipients interaction or even knowledge. 

For obvious reasons there is little you can do about Bounces & Unsubscribes. But what sometimes does come up are Clients complaining they are not getting your emails.

In this case check their Messages section within their account details, specifically the Status column to see what might be happening. If you find a red X, & you hover over that X and it says Dropped, you know that it is likely that the Client or their email provider have marked as spam.

On our part, all we can do is remove an email address from the Suppression list our end, which is used to stop us/you sending Clients emails (Messages) they no longer want. Also known as Spam!

So if you do have a Client complaining they are not getting your Messages, but they do want them. We can remove them from our Suppression list. But, & it is a big one. If the cause is that they or their email provider have marked as spam, regardless of if they intended to, were aware of it, etc. It is likely that they will just keep getting added to the list, causing Messages to them to be Dropped again.

If that is the issue, there is nothing we or you can do about it our end. It is a matter of the Client looking at their settings & if need be contacting their email provider.

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