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Emails Sent History Documentation

Menu Location: Reports > Email/SMS > Emails Sent History

Access Level: Manager

Last Updated: 2026-03-01

Overview

The Emails Sent History page provides detailed tracking and analytics for all emails sent from the system through the Mandrill email service. This page helps you monitor email delivery, engagement rates, and identify customers who may not be receiving or opening emails.

Primary Functions:

  • View detailed history of sent emails with delivery status
  • Track email opens and clicks for engagement analysis
  • Filter emails by status (sent, bounced, rejected, spam)
  • Identify customers who never open emails (No Opens report)
  • View individual email content and delivery details

Page Layout

Header Section

  • Page Title: "Reports \ Email \ Sent History"
  • Quick Actions:
  • "Pending Queue" button (links to email pending queue)
  • "No Opens" button (switches to customers who don't open emails)

Alert Box

Displays important timing information about email tracking:

  • Stats may take up to 1 hour to appear after sending
  • Emails are optimized for delivery (not sent instantly)
  • Retention periods: 30 days for stats, 90 days for failed emails

Search Filters Section

Date range selector, result limit, and email state filter

Main Content Area

Either:

  • Sent History Mode: Table of individual email records with delivery details
  • No Opens Mode: Table of customers who haven't opened emails

Two Viewing Modes

Sent History Mode (Default)

Shows individual email delivery records from Mandrill API.

Deliverability Metrics Dashboard:

  • Delivered: Emails successfully delivered to recipient servers
  • Sent: Total emails sent
  • Deliverability %: Percentage of sent emails that were delivered
  • Avg Open Rate: Percentage of emails opened (with count)
  • Avg Click Rate: Percentage of emails with link clicks (with count)

Email Records Table: Each row shows:

  • Status: Delivered, Bounced, Soft-bounced, Rejected, or Spam (color-coded)
  • Sender: Email address sending from
  • Recipient: Customer name/ID and email address
  • Subject: Email subject line (clickable to view content)
  • Opens: Count with modal showing open details (timestamps, browsers)
  • Clicks: Count with modal showing click details (URLs, timestamps)

No Opens Mode

Shows customers who signed up recently but never opened an email.

Purpose: Identify potential deliverability issues or inactive customers early.

Table Columns:

  • Customer: Customer ID and full name
  • Email: Customer email address
  • Joined On: Account creation date
  • Emails Sent: Number of emails sent to this customer
  • Opens: Number of times they've opened emails (0 = highlighted red)
  • Clicks: Number of times they've clicked links

Red Highlighting: Customers with emails sent but zero opens are highlighted in red

Search & Filtering

Sent History Filters

Date Range:

  • From: Start date for search
  • To: End date for search
  • Default: Last 3 weeks

Result Limit:

  • Number of recent emails to display
  • Default: 10

Email State:

  • All: Show all email statuses
  • Sent: Successfully delivered emails only
  • Bounced: Hard bounce (permanent delivery failure)
  • Soft-bounced: Temporary delivery issue
  • Rejected: Blocked by recipient server
  • Spam: Marked as spam
  • Unsub: Unsubscribe requests
  • All Failed: Combines bounced, soft-bounced, rejected, and spam

No Opens Filters

Signed up From/To:

  • Date range for customer account creation
  • Limit: Cannot search more than 90 days back
  • Default: Last 3 weeks

Quick Search Links:

  • Last 7 Days
  • Two weeks ago
  • Three weeks ago

Actions & Operations

Viewing Email Content

Purpose: See the actual email content that was sent

Steps:

  1. Find the email record in the table
  2. Click the Subject link
  3. Email opens in new tab showing full HTML content

Viewing Open Details

Purpose: See when and how emails were opened

Steps:

  1. Click the Opens count button in the email row
  2. Modal shows:
    • Date/time of each open
    • Browser/device information
    • User location (if available)

Viewing Click Details

Purpose: See which links were clicked and when

Steps:

  1. Click the Clicks count button in the email row
  2. Modal shows:
    • Date/time of each click
    • URL that was clicked
    • Browser/device information
    • User location (if available)

Checking Customer Email Log

Purpose: View all emails for a specific customer

Steps:

  1. In No Opens mode, find the customer
  2. Click their Customer ID/Name link
  3. Opens customer email log page

Common Use Cases

Use Case 1: Investigating Delivery Issues

Goal: Determine why emails aren't reaching customers

Steps:

  1. Set date range to recent period (last week)
  2. Set Email State to "All Failed"
  3. Click "Search"
  4. Review failed emails:
    • Bounced: Email address invalid or mailbox full
    • Rejected: Domain blocking your emails
    • Spam: Customer marked as spam or spam filter caught it
  5. Click info icon (ⓘ) next to status to see server response details

Common Causes:

  • Invalid email addresses (bounced)
  • Customer's mailbox full (soft-bounced)
  • Domain reputation issues (rejected/spam)
  • Customer email settings (spam folder)

Use Case 2: Monitoring Engagement

Goal: Check if customers are opening and reading emails

Steps:

  1. Set date range to last month
  2. Leave Email State as "All"
  3. Note the deliverability metrics at top:
    • Good: 95%+ delivery, 20%+ opens
    • Concerning: <90% delivery, <10% opens
  4. If low engagement, check:
    • Subject lines (are they compelling?)
    • Send times (morning vs evening)
    • Email content (too long, unclear?)

Tips:

  • Industry average open rate: 15-25%
  • Click rate: 2-5%
  • Compare your metrics to these benchmarks

Use Case 3: Finding Customers Who Never Open Emails

Goal: Identify customers who may have email deliverability issues

Steps:

  1. Click "No Opens" button at top
  2. Set date range to last 2-3 weeks (recent signups)
  3. Click "Search"
  4. Look for customers highlighted in red (sent emails, zero opens)
  5. For each red customer:
    • Check if email address looks valid
    • Consider calling customer to verify email
    • Ask if emails are going to spam folder
    • Update email address if incorrect

Example: Customer #1234 signed up 2 weeks ago, 5 emails sent, 0 opens. This suggests either:

  • Email going to spam
  • Wrong email address provided
  • Customer doesn't check email regularly

Use Case 4: Verifying Important Emails Were Delivered

Goal: Confirm a specific email (like password reset) was received

Steps:

  1. Note the approximate time email was sent
  2. Set date range to cover that time
  3. Set Result Limit high enough (50+)
  4. Search for customer's email address (use browser Find: Ctrl+F)
  5. Check status column:
    • Green = Delivered
    • Orange = Soft bounce (try again)
    • Red = Failed (investigate)
  6. Click Opens button to see if customer opened it

Use Case 5: Troubleshooting Spam Issues

Goal: Identify if emails are being marked as spam

Steps:

  1. Set Email State to "Spam"
  2. Set date range to last month
  3. Click "Search"
  4. If you see spam emails:
    • Note which customers/domains
    • Check if pattern (all Gmail, all Yahoo, etc.)
    • Review email content for spam triggers
    • Consider authentication issues (SPF, DKIM)
  5. Contact affected customers directly to whitelist your email

Red Flags:

  • Multiple spam reports from same domain
  • Sudden increase in spam classifications
  • New email templates triggering spam filters

Report Data & Columns

Sent History Table

Column Description Details
Status Email delivery status Delivered (green), Bounced (orange), Rejected/Spam (red)
Sender From address Your default sending email
Recipient Customer info Name, ID, and email address
Subject Email subject line Clickable link to view full email
Opens Open count Button opens modal with detailed open data
Clicks Click count Button opens modal with detailed click data

Status Colors:

  • Green dot: Successfully delivered
  • Orange dot: Bounced or soft-bounced (delivery issue)
  • Red dot: Rejected or marked as spam

No Opens Table

Column Description Calculation
Customer Customer ID and name Links to customer email log
Email Email address Customer's email address
Joined On Signup date Date customer account was created
Emails Sent Total sent Count of emails sent to this customer
Opens Open count Number of times customer opened any email
Clicks Click count Number of times customer clicked links

Red Background: Customer has emails sent but zero opens recorded

Filters & Search Options

Date Range Controls

  • From Date: Start date (date picker)
  • To Date: End date (date picker)
  • 90-Day Limit: No Opens mode cannot search beyond 90 days back

Email State Filter (Sent History only)

  • All
  • Sent (delivered)
  • Bounced (hard bounce)
  • Soft-bounced (temporary issue)
  • Rejected (blocked)
  • Spam (spam reports)
  • Unsub (unsubscribe)
  • Failed (all error states)

Result Limit

  • Default: 10 emails
  • Adjustable for larger searches
  • No Opens mode shows all matching customers

Troubleshooting

No emails appearing after sending

Symptoms:

  • Emails show in pending queue
  • But don't appear in Sent History after 1+ hours

Solutions:

  1. Wait full hour (Mandrill API has delay)
  2. Check date range includes today
  3. Verify email was actually sent (check pending queue)
  4. Check system logs for errors

Common Causes:

  • Too early (wait 60 minutes)
  • Wrong date range selected
  • Email still pending in queue

High bounce rate

Symptoms:

  • Many emails showing "Bounced" or "Soft-bounced"
  • Deliverability percentage below 90%

Solutions:

  1. Export list of bounced emails
  2. Check for patterns (old accounts, typos)
  3. Clean email list:
    • Remove hard bounces
    • Flag soft bounces for retry
    • Verify new signup emails
  4. Implement double opt-in for new signups

Check:

  1. Bounced email addresses for typos (gmial.com vs gmail.com)
  2. Old accounts that haven't logged in (inactive)
  3. Corporate email addresses (may have strict filters)

If Problem Persists:

  • Contact Mandrill support for deliverability analysis
  • Review email authentication (SPF, DKIM, DMARC records)
  • Check if IP/domain is blacklisted

Customer says they didn't receive email, but shows "Delivered"

Symptoms:

  • Status shows green "Delivered"
  • Customer insists they never got it

Solutions:

  1. Click Opens button to check if they opened it (maybe forgot)
  2. Ask customer to check spam/junk folder
  3. Search their inbox for sender email address
  4. Check email filters/rules in their email client
  5. Verify email address is correct in system
  6. Resend email if needed

Common Causes:

  • Email in spam folder (most common)
  • Email filters/rules moving it
  • Customer checked wrong email account
  • Customer forgot they already saw it

Opens showing as zero but customer says they opened it

Symptoms:

  • Customer confirms receiving and opening email
  • System shows 0 opens

Check:

  1. Customer email client blocking tracking pixels
  2. Common with Outlook, Apple Mail privacy features
  3. Customer viewing in preview pane only (may not count)
  4. Images disabled in email client
  5. Corporate email security stripping tracking

Note: Opens tracking requires images to load. Privacy-focused email clients may block this.

If Problem Persists:

  • This is expected behavior with modern email privacy features
  • Opens count is best-effort, not 100% accurate
  • Rely on customer feedback and engagement metrics combined
  • Email Pending Queue (admin_email_pending.php) - View emails waiting to be sent
  • Email Stats (email-stats.php) - Overall email performance metrics and trends
  • Customer Email Log (customer-email-log.php) - All emails sent to a specific customer
  • Email Templates (admin_email_template.php) - Manage email templates

Typical Workflow:

  1. Create email → Email Templates
  2. Email added to queue → Email Pending Queue
  3. Email sent → wait 1 hour → Emails Sent History
  4. Review metrics → Email Stats

Permissions & Access

Required Access Level: Manager

Manager Capabilities:

  • View all sent email history
  • Filter and search email records
  • View email content and engagement metrics
  • Access No Opens report
  • Export data (via browser)

Customer Service Capabilities:

  • May have limited access depending on configuration
  • Can typically view customer-specific emails
  • Cannot access bulk email reports

Restricted Features:

  • None - all features available to Managers and above

Best Practices

Monitoring Email Health

  1. Check deliverability weekly (should be 95%+)
  2. Monitor open rates monthly (compare to baseline)
  3. Review failed emails and clean list regularly
  4. Track No Opens for new customers weekly

Investigating Issues

  1. Always wait 1 hour before investigating "missing" emails
  2. Check date range first (most common search mistake)
  3. Look at SMTP details (info icon) for delivery errors
  4. Compare customer's other emails (pattern or one-time issue?)

Customer Communication

  • If customer complains, check history first before responding
  • Share delivery status and timestamp when available
  • Provide instructions for whitelisting if spam issue
  • Offer to resend if needed

Things to Avoid

  • Don't panic if emails don't appear immediately (1 hour delay)
  • Don't assume email wasn't delivered based on zero opens (tracking limitations)
  • Don't delete bounced email addresses without investigating (might be temporary)
  • Don't search back more than 90 days in No Opens mode (system limit)
  • Don't ignore repeated failures to same domain (deliverability issue)

Best Practices for Email Engagement

Improving Open Rates

  1. Use compelling subject lines
  2. Send at optimal times (test morning vs evening)
  3. Ensure "from" name is recognizable
  4. Maintain consistent sending schedule

Reducing Bounces

  1. Validate email addresses at signup
  2. Remove hard bounces immediately
  3. Retry soft bounces after 24 hours
  4. Keep customer list clean and updated

Avoiding Spam Folder

  1. Never buy email lists
  2. Include clear unsubscribe link
  3. Avoid spam trigger words (FREE, ACT NOW, etc.)
  4. Maintain proper authentication (SPF, DKIM)
  5. Send relevant content to engaged subscribers

Integration Points

Mandrill Email Service

  • All email data comes from Mandrill API
  • Stats updated hourly
  • Opens/clicks tracked via embedded pixels and link tracking
  • Status information from SMTP server responses

Customer Accounts

  • Links to customer records for context
  • Shows both primary account email and alternate emails
  • Identifies admin users separately

Quick Reference Card

Task Action/Location
View recent sent emails Default page view with last 3 weeks
Check email delivery status Look at Status column (green/orange/red)
See why email failed Click info icon (ⓘ) next to status
View email content Click Subject link in table
Check if customer opened email Click Opens count button
See which links were clicked Click Clicks count button
Find customers not opening emails Click "No Opens" button at top
View all emails for one customer Click customer name in No Opens mode
Search for specific time period Set From/To dates and click Search
Filter failed emails only Set Email State to "All Failed"
Check overall email performance Look at deliverability metrics at top
Find recent problem emails Set date to last week, status to Failed

FAQs

Why don't I see emails sent 10 minutes ago?

Email stats from Mandrill take up to 1 hour to appear. The emails are being sent, but the API reporting has a delay. Check back in an hour.

What's the difference between Bounced and Soft-bounced?

Bounced (hard bounce) is permanent - email address doesn't exist or mailbox is disabled. Soft-bounced is temporary - mailbox full, server down, etc. Soft bounces can be retried later.

Why does it show 0 opens but customer says they opened it?

Modern email clients (Apple Mail, Outlook) often block tracking pixels for privacy. Opens tracking requires images to load, which privacy features prevent. The metric is best-effort, not perfect.

Can I see emails older than 30 days?

Email stats are retained for 30 days. Failed email data is kept for 90 days. Older than that, the data is purged by Mandrill.

Why can't I search No Opens beyond 90 days?

This is a system limit to prevent performance issues and because older data is less actionable. Focus on recent signups for engagement monitoring.

What should I do about customers with zero opens?

First verify the email address is correct. Contact them via phone or alternate method to confirm they're receiving emails. Ask if emails are going to spam folder. Update contact info if needed.

How do I fix high spam classification?

Review email content for spam triggers, ensure authentication is set up (SPF, DKIM, DMARC), ask customers to whitelist your address, and contact Mandrill support if pattern continues.

Change Log

2026-03-01

  • Initial comprehensive documentation created
  • Covered both Sent History and No Opens modes
  • Documented all filters, features, and troubleshooting

End of Documentation

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