Guidelines on how to determine why an email was or was not received.
The Email Queue
The first step in troubleshooting an email is to open the Email Queue by navigating to Tools > Administrative Options and selecting the Email Queue tab.
In order to view the Email Queue, you must have access to Administrative Options in eCoordinator. If you do not have access to Administrative Options, please contact your system administrator.
In the Email Queue, you can look up any email that was sent by eCoordinator.
- You may filter the emails displayed in the email queue. If you are trying to determine where a specific email came from, start by filtering for the subject here.
- If the email was an ad hoc, non-automated email, the eC user column will reflect the eC user who sent the email. If the email was sent by an automation, it reflects the eC user that created the automation.
- Both the from and to address will display here. If one of these addresses was pulled from a merge field, the merge field will be displayed here instead of the actual email address.
- If the subject contains merge fields, the merge fields will display here instead of the actual subject that was sent.
- For emails that were sent to multiple recipients, you can view the results of each individual email by clicking View Send Report.
If you are searching for an email where a merge field was used in any of the filter options, you must search for the name of the merge field, not what it was populated by. For example, in the above screenshot, "To" address used the merge field CONTACT_EMAIL. Therefore, the actual email address (that was pulled from the CONTACT_EMAIL field) would not yield any results.
In order to determine the actual email address this email was sent to, you must click the View Send Report link.
Email Automations
In addition to the Email Queue, emails sent via automations may be researched in the Automations module. Open the Email Queue by navigating to Tools > Administrative Options and selecting the Automations tab.
In order to view the Automations tab, you must have access to Administrative Options in eCoordinator. If you do not have access to Administrative Options, please contact your system administrator.
Filter for automations that are currently on and select the paper airplane icon under Actions to only view automations that send emails.
In the Actions column, you can view the name of the email template the automation is configured to send.
The Actions column displays the template name, NOT the subject line. In order to view the subject line of the email, open the automations widget, navigate to the actions tab, edit the email, and you can view/copy/paste the subject line from there.
In order to search the Email Queue, you need the subject. You cannot search the email queue buy the template name.
Select the automation and click the History button. This will open a log of every time the automation has previously run.
You can then cross reference the time stamp of an email with the date filter in the Email Queue in order to view the send report.