COMMUNICATION LOGS

Overview

The Email Log tab on Family and Staff Records allows you to see a history of emails sent to families and staff members to verify that an email has been delivered.

Emails Logs

The log shows the date of the email, the email address it was sent to (if the family has more than one email address on their account), the subject, and the delivery status. If an email address has been blacklisted, there is also an option that allows business owners to reset the blacklist status.

The Email Log is searchable by all fields and can be sorted by date, recipient email address or delivery status.

Bounce – – the Email Blast arrived at the customer’s inbox but was rejected by that inbox. This message is only delivered if the system encountered what is referred to as a “hard bounce”, which means that one of several factors has made the email address unable to be delivered to. This could be that the email address was mis-typed or the domain name (@domainname.com) is invalid, or that delivery has been blocked completely for the recipient email server.

NOTE: If the email encounters a soft bounce, the email server will attempt to resend the email the allowable number of times. The status of the email to that recipient will remain as "Sent" until it can be delivered or it is rejected as a hard bounce. Items that may trigger a “soft bounce” include if the inbox is full or the recipient’s email server is down or temporarily offline.

Click - means a link was clicked within the Email Blast.
Delivery - means the Email Blast been delivered to the recipient’s mailbox, but they have not opened it.
Invalid - the email address has had a hard bounce in the past or has been previously rejected by the recipient as spam. Once a response of “Invalid” is received, iClassPro will no longer send Email Blasts to that address.
Open - means the recipient has opened the Email Blast (this requires the client to allow images).
Sent - the email is in the queue to be sent.
Skipped - the email address is opted out of Email Blasts and therefore was not included in the batch of emails that were sent. (This status is primarily seen in relation to Skills assessment emails.)

Why aren't they receiving emails?

SMS Logs

The SMS Log tab on Family and Staff Records allows you to see a history of SMS/Text Messages sent to verify that a message has been delivered.

The log shows the date/time of the message, the phone number it was sent to (if the family or staff member has more than one phone number on their account), the text of the message, and the delivery status. The delivery status may be one of the following:

Status

- - - Delivery – queued for delivery
    - Successfully delivered
    - Received – received and read by the recipient
    - Delivered – received by the recipient, but not read
- Not delivered

- - - Rejected

means that the message has been stopped and not delivered at the carrier level. More often than not this means that the carrier flagged the message as spam. Undelivered means that the SMS provider found wasn't able to deliver the message to the number as it is incorrect or unsuitable. This most often occurs when the number is invalid. If someone is opted out of SMS messages, the iClassPro Software doesn't attempt to send them a message, so they will not have a status.

- - - Failed
    - Undelivered

The SMS Log is searchable by all fields and can be sorted by date, recipient phone number or delivery status.

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