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Customer Email History Documentation

Menu Location: Customers > Last Cust Viewed > Email History

Access Level: Customer Service and above

Last Updated: 2026-03-01

Overview

The Customer Email History page displays all emails sent to and from a specific customer over the past 90 days. This page is essential for tracking communication history, verifying emails were delivered, and reviewing past conversations with customers.

Primary Functions:

  • View all emails sent to a customer
  • Check email delivery status and open rates
  • Review email content and timing
  • Verify transactional and marketing emails were sent
  • Search and filter email history
  • Resend emails if needed

Page Layout

Header Section

  • Customer Name - Displays the customer's name
  • Customer ID - Quick reference to customer account
  • Date Range Filter - Show emails from last 90 days (default)
  • Search Bar - Search email content and subjects
  • Return to Customer Button - Quick link back to customer detail

Main Content Area

Email list displayed in chronological order (newest first) with:

  • Date/Time - When email was sent
  • Subject Line - Email subject (clickable to view full email)
  • Template Name - Which email template was used
  • Status Indicators - Delivered, Opened, Clicked, Bounced
  • Open Count - How many times email was opened
  • Last Opened - Date/time of most recent open
  • Actions - View, Resend, Copy buttons

Email Status Indicators

Delivery Status

Status Icons:

  • Green Checkmark - Successfully delivered
  • Yellow Warning - Sent but not yet delivered
  • Red X - Failed/Bounced
  • Blue Eye - Opened by customer
  • Purple Click - Customer clicked link in email

Understanding Statuses

Delivered:

  • Email successfully reached customer's inbox
  • Does not guarantee customer saw it
  • Check "Opened" status to confirm viewing

Opened:

  • Customer opened the email
  • Tracked via invisible pixel
  • May not track if images blocked
  • Shows date/time of first and last open

Clicked:

  • Customer clicked a link in the email
  • Shows engagement with content
  • Helpful for tracking promotional effectiveness

Bounced:

  • Email could not be delivered
  • Hard bounce: Invalid email address
  • Soft bounce: Temporary issue (full inbox, server down)

Spam Complaint:

  • Customer marked email as spam
  • Serious issue requiring attention
  • System may auto-unsubscribe customer

Viewing Email Content

Opening an Email

  1. Click email subject line in list
  2. Full email displays in modal or new view
  3. Shows complete HTML and text version
  4. Displays all tracking information

Email Detail View Shows:

  • Full subject line
  • From address
  • To address
  • Send date/time
  • Delivery status
  • Opens count with timestamps
  • Clicks count with URLs clicked
  • Complete email content (HTML rendered)
  • Plain text version (if available)

Email Actions

Resend Email:

  1. Click "Resend" button on email
  2. Confirm resend action
  3. New email sent immediately
  4. New entry appears in history

Copy Email:

  • Copy email content to use in new message
  • Useful for creating similar communications
  • Does not preserve tracking

Search & Filtering

Search Options

Search by Keyword:

  • Searches email subject and body content
  • Type keyword and press Enter
  • Results filter in real-time
  • Clear search to restore full list

Filter by Date Range:

  • Last 7 days
  • Last 30 days
  • Last 90 days (default)
  • Custom date range

Filter by Email Type:

  • Transactional (order confirmations, receipts)
  • Marketing (newsletters, promotions)
  • System (password resets, account changes)
  • All types (default)

Filter by Status:

  • All emails (default)
  • Delivered only
  • Opened only
  • Bounced only
  • Not opened

Email Types

Transactional Emails

Order Related:

  • Order confirmation
  • Shipping notification
  • Delivery confirmation
  • Order modification
  • Cancellation confirmation

Account Related:

  • Welcome email
  • Password reset
  • Account activation
  • Subscription changes
  • Payment receipts

System Related:

  • Error notifications
  • Account security alerts
  • Required action items

Marketing Emails

Promotional:

  • Special offers
  • Discount codes
  • New product announcements
  • Seasonal campaigns

Educational:

  • Newsletters
  • Recipe ideas
  • Product tips
  • Company updates

Re-engagement:

  • Win-back campaigns
  • Abandoned cart
  • Feedback requests
  • Reactivation offers

Common Use Cases

Use Case 1: Verify Order Confirmation Was Sent

Goal: Customer claims they never received order confirmation

Steps:

  1. Navigate to Customer Email History page
  2. Look for order confirmation in recent emails
  3. Check date/time matches order date
  4. Verify delivery status (should show delivered)
  5. Check if customer opened email
  6. If bounced, verify email address is correct
  7. Resend if needed or update email address

Example: Customer calls saying they never got confirmation for order #12345 placed yesterday. Check email history, find confirmation sent at 2:15 PM yesterday, shows "Delivered" and "Opened at 2:47 PM". Confirm to customer that email was sent and opened.

Use Case 2: Check Promotional Email Engagement

Goal: Determine if customer saw recent promotional campaign

Steps:

  1. Open Customer Email History
  2. Filter to last 30 days
  3. Find promotional email in list
  4. Check open status and open count
  5. Check if customer clicked any links
  6. Use this info to tailor follow-up

Tips:

  • Multiple opens indicate high interest
  • Clicked links show strong engagement
  • Never opened may indicate email fatigue
  • Check send time - may have been buried

Use Case 3: Troubleshoot Email Delivery Issues

Goal: Customer reports not receiving any emails

Steps:

  1. Review all recent emails in history
  2. Look for pattern of bounces
  3. Check if emails marked as spam
  4. Verify email address is correct
  5. Check customer's email subscription status
  6. Update email address if needed
  7. Test with sample email

Common Causes:

  • Typo in email address
  • Customer's spam filter too aggressive
  • Customer unsubscribed
  • Email inbox full
  • Corporate email blocking external senders

Use Case 4: Review Communication Before Follow-up

Goal: Prepare for customer service call with email context

Steps:

  1. Open Customer Email History before calling
  2. Review recent communications
  3. Check what offers/promotions they received
  4. Note any unopened important emails
  5. Check for patterns (always opens, never opens)
  6. Use this context in conversation

Benefit: Shows professionalism and avoids asking about emails you already sent

Use Case 5: Resend Important Email

Goal: Customer deleted confirmation and needs another copy

Steps:

  1. Find email in history
  2. Verify it's the correct email
  3. Click "Resend" button
  4. Confirm resend action
  5. New email sent immediately
  6. Verify new entry in history
  7. Confirm with customer

Troubleshooting

Email Shows Delivered But Customer Says Not Received

Symptoms:

  • Status shows "Delivered"
  • Customer insists email not in inbox
  • Email address is correct

Solutions:

  1. Ask customer to check spam/junk folder
  2. Check if email was opened (may have been auto-deleted)
  3. Verify customer's email filters aren't too aggressive
  4. Ask about corporate email security settings
  5. Try resending to different email address
  6. Send test email to verify current deliverability

Common Causes:

  • Aggressive spam filters
  • Email rules auto-filing or deleting
  • Shared email account (someone else saw it)
  • Customer not checking correct email account

All Emails Showing as Bounced

Symptoms:

  • Multiple or all emails bounced
  • Pattern of delivery failures
  • Customer previously received emails fine

Check:

  1. Verify email address is still valid
  2. Check if it's hard bounce (invalid) or soft bounce (temporary)
  3. Look for typo in email address
  4. Check customer's email subscription status
  5. Verify customer didn't change email providers
  6. Test with different email address

If Problem Persists:

  1. Ask customer for alternate email
  2. Update customer record with new email
  3. Document issue in customer notes
  4. Consider SMS communication instead

Emails Not Showing Opened Status

Symptoms:

  • Emails delivered but show "Not Opened"
  • Customer claims they read the email
  • Open tracking seems broken

Explanation:

  • Email clients that block images won't show opens
  • Privacy-focused email apps block tracking pixels
  • Text-only email view doesn't load tracking
  • Customer may have forwarded email to different account
  • This is normal behavior for privacy-conscious users

What to Do:

  • Accept that not all opens are tracked
  • Focus on delivery status as primary metric
  • Use click tracking (more reliable)
  • Don't assume unopened = unread

Cannot Find Specific Email

Symptoms:

  • Expected email not in history
  • Customer should have received email
  • Other emails present but one missing

Check:

  1. Expand date range filter
  2. Check if email was actually sent (system error?)
  3. Look in customer notes for manual email record
  4. Check email pending queue (may be delayed)
  5. Verify email trigger conditions were met
  6. Check customer's unsubscribe status for that email type

Common Causes:

  • Email outside 90-day window
  • Trigger condition not met (e.g., no order that week)
  • Customer unsubscribed from that email type
  • System error prevented send
  • Wrong customer account being viewed
  • Customer Detail - Main customer account page
  • Customer Log History - Account activity audit trail
  • Customer Chat - AI chat conversations
  • Email Templates - Manage email template content
  • Emails Sent - System-wide email history
  • Email Stats - Email performance analytics

Typical Workflow:

  1. Customer Detail → Email History (review communications)
  2. Email History → Customer Detail (add note about email issue)
  3. Email History → Email Templates (edit template if needed)

Permissions & Access

Required Access Level: Customer Service or higher

Access Level Capabilities:

  • Customer Service: View email history, resend emails
  • Manager: All Customer Service + access to all customer emails
  • Administrator: All Manager + manage email settings, unsubscribe overrides
  • Kiva Admin: All features + technical email debugging

Restricted Features:

  • System Emails: Viewing certain system emails may require Manager or higher
  • Bulk Operations: Resending multiple emails may require approval

Best Practices

Daily Operations

  1. Check email history before calling customers about orders
  2. Verify delivery of important transactional emails
  3. Use email opens to gauge customer engagement
  4. Document email issues in customer notes
  5. Always check spam status before resending

Customer Communication

  1. Reference specific emails when troubleshooting with customers
  2. Resend emails promptly when requested
  3. Verify email addresses if persistent delivery issues
  4. Respect customer's unsubscribe preferences
  5. Note email preferences in customer account

Troubleshooting

  1. Check delivery status first, then opens
  2. Always verify email address spelling
  3. Ask about spam folder before assuming non-delivery
  4. Look for patterns (all bounced vs. one bounced)
  5. Update customer notes with email resolution

Data Privacy

  1. Email content may contain sensitive information
  2. Only access email history for legitimate business purposes
  3. Don't share email tracking data unnecessarily
  4. Respect customer privacy and unsubscribe requests
  5. Follow company email retention policies

Quick Reference Card

Task Action/Location
View customer emails Click "Email History" in customer detail header
Check if email delivered Look for green checkmark in status column
See when email opened Check "Last Opened" timestamp
View full email Click email subject line
Resend email Click "Resend" button on email row
Search emails Use search bar at top of page
Filter by date Select date range from dropdown
Check bounce reason Click on bounced email for details
Return to customer Click "Back to Customer" button
Verify email sent Check for email entry on expected date

FAQs

How far back does email history go?

Email history displays the last 90 days by default. Older emails may be archived and require special access to view.

Why do some emails show as opened multiple times?

Customers may open emails on multiple devices, forward to others, or revisit the email. Each unique open is tracked with a timestamp.

Can I delete an email from the history?

No, email history is permanent for record-keeping purposes. Only administrators can archive or remove email records, and only in special circumstances.

What does "Soft Bounce" mean?

A soft bounce is a temporary delivery issue like a full inbox or server being down. The system will retry delivery. Hard bounces indicate permanent issues like invalid addresses.

Can customers opt-out of all emails?

Customers can unsubscribe from marketing emails but will still receive transactional emails (order confirmations, receipts, etc.) as these are required for service delivery.

Why doesn't "Opened" status always work?

Email open tracking relies on a small invisible image. If the recipient's email client blocks images (common in privacy-focused or corporate email), opens won't be tracked.

How do I know if a customer marked our email as spam?

The status will show "Spam Complaint" and the email will be flagged. This is serious - the system may automatically unsubscribe the customer to protect sender reputation.

Can I resend an email that was already opened?

Yes, but consider whether it's necessary. If the customer already opened it, they may not need another copy. Ask first or send a different message.

What's the difference between email types?

Transactional emails are service-related (receipts, confirmations), while marketing emails are promotional. Customers can unsubscribe from marketing but not transactional.

How do I fix a bounced email?

First, verify the email address is correct. For hard bounces, get a new email address from the customer. For soft bounces, wait for automatic retry or contact customer to resolve their email issues.

End of Documentation

For additional help, contact your system administrator or Kiva Logic support.