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Customer Email History

Menu Location: Customers > Last Cust Viewed > Email History

Last Updated: 2026-07-26

Overview

The Customer Email History page shows every email sent to one customer, pulled from two sources: live delivery and engagement data from Mandrill (the email service Kiva Logic sends through), and a local archive of the actual HTML that was sent. It's reached from the "Last Cust Viewed" menu after you've opened a customer record, so it always applies to whichever customer you looked at most recently.

Primary Functions:

  • View a customer's sent-email history, both live Mandrill data and locally stored copies
  • Check delivery status, opens, and clicks for each email
  • Check whether the customer's address is on Mandrill's rejection (blacklist) list, and remove it
  • Resend a specific email to the same recipient
  • Open a shareable link to a specific email

Page Layout

Header Section

The page loads for the customer stored in $_SESSION['last_customer_viewed'] (set whenever you open a customer's detail page). At the top:

  • Check Blacklist button - reloads the page with a blacklist check for this customer's address
  • A standing help note (see Blacklist Handling below) explaining what a green Status/Delivered result does and does not confirm

Mandrill Email History Panel

Loads by AJAX, defaulting to the last 7 days, with a dropdown to switch to 14, 30, 60, or 90 days. The 60 and 90 day options are labeled "only bounced data" because Mandrill stores full delivery detail for 30 days, while bounced message data is kept for 90 days.

The panel header also shows a Subscribed / Unsubscribed indicator for the customer's current email subscription status.

A stats strip above the table shows, for the selected window: Delivered count, Sent count, Deliverability percentage, Avg Open Rate percentage (with raw open count), and Avg Click Rate percentage (with raw click count).

The table itself has these columns:

  • Status - the Mandrill message state (Delivered, soft-bounced, bounced, rejected, unsub, etc.). Hovering over the status shows the underlying SMTP trace, or the reject/unsubscribe reason when available
  • Sender - the from-address Mandrill recorded
  • Email - the recipient address
  • Subject
  • Opens - a count; clicking it opens a modal listing each open event with its timestamp and the recipient's user agent
  • Clicks - a count; clicking it opens a modal listing each click event with its timestamp, the URL clicked, and the user agent
  • View Email - link to a rendered copy of that exact message
  • Copy Link - a text field pre-filled with a direct URL to that email, for pasting into a note or message to the customer
  • Resend - resends that exact message to the same recipient

Local Storage Panel

Below the Mandrill panel, "Email history from local storage" lists everything Kiva Logic has archived locally, sourced from the system_emails table:

  • ID
  • Email Address
  • Sent - the send date/time, or "Pending..." if not yet sent
  • Subject - links to the archived rendered copy of the email
  • Kiva Admin column (Kiva Admin users only) - a "Compress" link to a compressed view of the same archived copy

Local copies are kept for system_email_daystokeep days (default 90; configurable). This retention window started February 11, 2023 and is not retroactive, so older emails may not have a local copy even if Mandrill still shows the send.

Blacklist Handling

If Mandrill reports this customer's address on its rejection list, the page shows an alert explaining that no emails will actually reach them, with instructions to have the customer add the sending address as a safe sender, then a Remove From Blacklist button. That button removes the address from Mandrill's reject list and adds it to Mandrill's whitelist, and logs the action to the customer's log.

If the reject reason mentions the mailbox being over quota, a note warns that removing the block won't help until the customer's own mailbox issue is resolved.

If the address was removed from the blacklist within the last 24 hours, the page shows a caution message instead, since Mandrill can take up to 24 hours to reflect the change.

A standing help note on the page explains: if the Status column shows green/Delivered and hovering over it shows a trace of numbers and words, that confirms Kiva Logic's mail servers received a response from the customer's mail server confirming the message was accepted. Beyond that, the customer should check their spam folder, add the sender to their address book/safe-sender list, or try a different email address.

Resending an Email

  1. Find the email in the Mandrill panel table
  2. Click Resend and confirm the dialog
  3. The system pulls the original content from Mandrill by message ID and resends it to the same recipient
  4. The button is disabled (with a tooltip) if the recipient is currently on Mandrill's rejection list; remove them from the blacklist first
  5. A confirmation or failure message appears; successful resends are logged to the customer's log

Common Use Cases

Use Case 1: Verify an Email Was Sent and Delivered

Goal: Customer claims they never received an email.

Steps:

  1. Open the customer, then go to Email History
  2. Find the email by subject in the Mandrill panel (widen the date range if needed)
  3. Check the Status column - hover for the delivery trace
  4. Check the Opens count/modal to see if it was opened
  5. If the status shows bounced or rejected, use Check Blacklist to see if the address is blocked

Use Case 2: Check Engagement on a Specific Email

Goal: See whether a customer actually opened and acted on an email.

Steps:

  1. Open Email History for the customer
  2. Find the email and check the Opens and Clicks counts
  3. Click either count to see the timestamped detail (and clicked URLs)

Use Case 3: Troubleshoot Ongoing Delivery Failures

Goal: Customer reports not receiving any emails.

Steps:

  1. Review the Mandrill panel for a pattern of bounced/rejected statuses
  2. Click Check Blacklist to confirm whether Mandrill has rejected this address
  3. If blacklisted, have the customer whitelist the sender, then use Remove From Blacklist
  4. If not blacklisted, point the customer to their spam folder or ask them to try a different address

Use Case 4: Resend a Specific Email

Goal: Customer needs a copy of an email resent.

Steps:

  1. Find the email in the Mandrill panel
  2. Click Resend and confirm
  3. Confirm the success message, or address the failure reason shown (e.g., recipient is blacklisted)

Use Case 5: Share a Copy of an Email With the Customer

Goal: Customer wants to see what was sent.

Steps:

  1. Find the email in either panel
  2. Use View Email (Mandrill panel) or the Subject link (local storage panel) to open the rendered copy
  3. Or use the Copy Link field in the Mandrill panel to grab a URL to paste elsewhere

Troubleshooting

Status Shows Delivered But Customer Says They Never Got It

  • Hovering the Status cell shows the SMTP trace confirming the customer's mail server accepted the message; that is as far as Kiva Logic's visibility goes
  • Ask the customer to check spam/junk folders and add the sender as a safe sender
  • Check the Opens count; a customer who opened it may have simply lost track of it

Emails Show Bounced or Rejected

  • Bounced/rejected status comes directly from Mandrill
  • Use Check Blacklist to confirm whether the address is on Mandrill's rejection list
  • If the reject detail mentions "over quota," removing the blacklist entry will not help until the customer clears space in their inbox
  • After removing from the blacklist, allow up to 24 hours before assuming it hasn't taken effect

Opens Show Zero Even Though the Customer Says They Read It

  • Open tracking depends on the recipient's email client loading a tracking pixel
  • Clients that block remote images (common with privacy-focused or corporate email) will not register an open even though the email was read
  • Treat delivery status as the more reliable signal than open count

Can't Find an Expected Email

  • Widen the date range dropdown (7/14/30/60/90 days) in the Mandrill panel
  • Check the local storage panel, noting its retention window is system_email_daystokeep days and only applies to emails sent after February 11, 2023
  • Confirm you're viewing the intended customer (this page always follows last_customer_viewed)
  • Log History (kiv/customer-log.php?lastview=true) - this same customer's account activity log
  • Emails Sent History (kiv/emails-sent.php) - system-wide sent-email history across all customers
  • Email Stats (kiv/email-stats.php) - aggregate email performance reporting
  • Email Templates (kiv/admin_email.php) - manage the content of email templates

FAQs

How far back does this page show emails?

The Mandrill panel defaults to the last 7 days and can be switched to 14, 30, 60, or 90 days. Mandrill only keeps full message detail for 30 days; the 60 and 90 day options only surface bounce records. The local storage panel separately keeps HTML copies for system_email_daystokeep days (default 90), starting February 11, 2023.

Why does "Opens" show a number instead of just yes/no?

Mandrill records every open event. Click the Opens count to see a modal with the timestamp and user agent for each one.

Why doesn't "Opens" always reflect what the customer says?

Open tracking relies on the recipient's email client loading a tracking pixel. Clients that block remote images will not register an open even if the customer read the email.

Can I resend an email from here?

Yes. The Resend button on the Mandrill panel pulls the original content from Mandrill by message ID and resends it to the same recipient. It's disabled if that recipient is currently on Mandrill's rejection list.

It's a text field pre-filled with a direct URL to that specific email, so you can copy it and send it to the customer another way.

What's the difference between the two tables on this page?

The top table pulls live delivery, open, and click data from Mandrill. The bottom table lists locally archived HTML copies of the emails, stored in the system_emails table.

It's only visible to Kiva Admin users and opens the locally archived copy of the email in a compressed view.

How do I fix a customer who's on Mandrill's blacklist?

Have the customer add the sending address as a safe sender or contact, then click Remove From Blacklist. Allow up to 24 hours for the change to take effect. If the reject reason mentions "over quota," the customer needs to clear space in their inbox first.

End of Documentation

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