Sent messages log
The Messages page: email and SMS search, delivery tracking, error handling
Sent messages log
The Messages page holds every outgoing email and SMS. This is where you investigate "customer didn't get email" disputes.
Where to find it
/manager/messages. Sidebar Messages menu.
Tabs
- All (default)
- Emails
- SMS
- Confirmations
- Reminders
- Failed
Filters
- Search: customer name, email, phone, subject
- Date range: today, last 7/30 days, custom
- Channel: email / SMS
- Status: pending, sending, sent, delivered, opened, clicked, failed, bounced, unsubscribed
Per-message details
Click a row → slide-in panel:
- Recipient: name + email/phone
- Subject and content (rendered HTML, sanitized)
- Channel: email or SMS
- Status: from the list above
- Timestamps: sent, delivered, opened, clicked
- Error message (if failed)
- SMS credits: segments used
- Links: customer profile, appointment (if linked)
Status meanings
| Status | Meaning |
|---|---|
| Pending | Not sent yet, queued |
| Sending | In progress |
| Sent | Sent, awaiting delivery confirmation |
| Delivered | Recipient server accepted |
| Opened | Opened per email tracking |
| Clicked | Clicked a link in email |
| Failed | Send failed (bad address, blocklist, etc.) |
| Bounced | Recipient server rejected |
| Unsubscribed | Customer unsubscribed |
Statistics (top)
- Total messages (period)
- Sent today
- Failed today
- Delivery rate % (delivered / sent)
Message types
System knows 14 types:
- Confirmation
- Reminder
- Thank You
- Confirmation Request
- Cancellation
- Reschedule
- Invoice
- Payment Receipt
- Package Purchase
- Birthday
- Marketing
- Waitlist
- Custom
- System
When to use it
Scenario 1, "I didn't get the email" Messages → search by customer email → status Delivered? Opened? If Delivered but not Opened, likely in spam. If Failed, check the email address.
Scenario 2, investigating SMS failures Failed tab. Many failures with one provider = Twilio API hiccup. Escalate to SuperAdmin.
Scenario 3, how many emails this month Stats card. Too many? Maybe follow-up or review request is aggressive, dial back.
Scenario 4, "what message did they actually get" Customer complains about template wording. Messages → find the message → Content → word-for-word view. Respond accurately.
Scenario 5, bulk export for accountant Top "Export" button. CSV/Excel for all messages in the period.
Error handling
Failed reasons
- Bad email address (typo, doesn't exist) → fix on customer profile
- Spam-list (or SPF/DKIM issue) → SuperAdmin
- Quota exceeded (SMS credit empty) → top up
- Provider transient failure → auto-retry
Bounced
Hard vs soft bounce:
- Hard bounce: permanent (address doesn't exist, red flag on customer profile)
- Soft bounce: temporary (mailbox full), retried
Tips
- Check the Failed tab weekly, don't let issues pile up.
- Bounced address red-flags the customer profile, ask the customer for a new address.
- Unsubscribed = GDPR respect, never send marketing again.
- Watch SMS segment counts, lots of long SMS = trim templates.
- Stats cards measure communication health: 95%+ delivery is good, below 80% is a serious issue.
- Bulk export shows SMS rate, useful e.g., for international marketing accounting.