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Automated Emails Logs Documentation

Menu Location: Settings > Content > Automated Emails using Order Filters LOGS

Access Level: Manager and above

Last Updated: 2026-03-01

Overview

The Automated Emails Logs page provides a comprehensive activity history of all automated emails triggered by order filter rules. This log enables you to audit email delivery, track customer engagement, troubleshoot issues, and measure the effectiveness of your email automation campaigns.

Primary Functions:

  • View complete history of automated emails sent
  • Track delivery status and engagement metrics
  • Filter logs by date range, automation rule, or customer
  • Monitor email performance and deliverability
  • Troubleshoot automation issues
  • Export log data for analysis

Page Layout

Header Section

  • Page Title: "Automated Emails Logs"
  • Date Range Filter: Select start and end dates
  • Automation Rule Filter: Filter by specific automation
  • Search Bar: Search by customer name or email
  • Export Button: Download log data as CSV

Main Log Table

Displays all automated email activity with columns:

  • Log ID: Unique log entry identifier
  • Date/Time: When email was sent
  • Automation Rule: Which automation triggered this email
  • Customer Name: Recipient name (clickable to customer detail)
  • Customer Email: Recipient email address
  • Order ID: Order that triggered the automation (if applicable)
  • Email Template: Which template was used
  • Delivery Status: Sent, Delivered, Bounced, Failed
  • Opened: Whether customer opened email
  • Clicked: Whether customer clicked links in email
  • Actions: View details, resend email

Summary Stats (Top of Page)

  • Total Emails Sent: Count for selected date range
  • Delivery Rate: Percentage successfully delivered
  • Open Rate: Percentage opened
  • Click Rate: Percentage clicked
  • Bounce Rate: Percentage bounced

Date Range Filters

Quick Filters:

  • Today: Emails sent today
  • Last 7 Days: Past week of activity
  • Last 30 Days: Past month
  • Last 90 Days: Past quarter
  • Custom Range: Select specific start and end dates

How to Use:

  1. Select quick filter or choose "Custom Range"
  2. If custom, enter start and end dates
  3. Click "Apply Filter"
  4. Results update to show only selected timeframe

Automation Rule Filter

Filter by Automation:

  1. Click "Automation Rule" dropdown
  2. Select specific automation rule (or "All Automations")
  3. View logs for only that automation

Use Cases:

  • Track performance of specific automation
  • Troubleshoot why automation isn't working
  • See all customers who received specific email

Search Methods:

  • Type customer name in search box
  • Enter email address
  • Enter customer ID
  • Search by order ID

Search Results:

  • Shows all automated emails sent to that customer
  • Displays chronologically
  • Includes all automation types

Log Entry Details

Viewing Detailed Information

Click on Log Entry to View:

  • Complete email sent (subject and body)
  • All metadata (send time, server, IP address)
  • Delivery timeline (queued → sent → delivered → opened)
  • Customer information at time of send
  • Order details that triggered automation
  • Any errors or bounces

Delivery Status Meanings

Sent:

  • Email successfully handed to email server
  • Not yet confirmed delivered

Delivered:

  • Email server confirmed receipt
  • Email reached customer's inbox (or spam folder)

Bounced:

  • Email rejected by recipient's server
  • Hard Bounce: Email address invalid/doesn't exist
  • Soft Bounce: Temporary issue (full inbox, server down)

Failed:

  • System error prevented sending
  • Check error message for details

Queued:

  • Email waiting to be sent
  • Usually processes within 10 minutes

Engagement Metrics

Opened:

  • Shows if customer opened the email
  • Tracked via invisible tracking pixel
  • May show "Not Opened" even if customer read (if images blocked)

Clicked:

  • Shows if customer clicked any links
  • Lists which links were clicked
  • Tracks timestamp of clicks

Note: Open and click tracking must be enabled in email settings

Common Use Cases

Use Case 1: Verify Automation is Working

Goal: Confirm new automation is sending emails correctly

Steps:

  1. Go to Automated Emails Logs page
  2. Filter by specific automation rule name
  3. Filter date range to "Today" or "Last 7 Days"
  4. Review log entries - should see recent sends
  5. Check delivery status - should show "Delivered"
  6. Verify recipients match expected filter criteria

Expected Result: See log entries showing automation triggered and emails delivered

Use Case 2: Investigate Why Customer Didn't Receive Email

Goal: Customer claims they didn't get automated email

Steps:

  1. Search logs by customer name or email
  2. Review all automated emails sent to that customer
  3. Check delivery status:
    • If "Delivered" - email was sent successfully (check spam folder)
    • If "Bounced" - email address issue
    • If no log entry - customer didn't match automation filters
  4. If bounced, check bounce reason
  5. Update customer email if invalid

Resolution: Identify whether email was sent, delivered, or why it failed

Use Case 3: Measure Automation Performance

Goal: Evaluate effectiveness of "First Order Thank You" automation

Steps:

  1. Filter logs by automation: "First Order Thank You"
  2. Set date range: Last 30 Days
  3. Review summary statistics at top of page:
    • Total sent
    • Open rate
    • Click rate
  4. Compare to email benchmarks (good open rate = 20%+)
  5. If low performance, refine email content or subject line

Analysis: Use metrics to improve automation effectiveness

Use Case 4: Export Data for Reporting

Goal: Create monthly report on all automation activity

Steps:

  1. Set date range to previous month
  2. Select "All Automations"
  3. Click "Export" button
  4. Download CSV file
  5. Open in Excel/Google Sheets
  6. Create pivot tables and charts

Deliverable: Monthly automation performance report

Use Case 5: Troubleshoot High Bounce Rate

Goal: Fix deliverability issues causing bounces

Steps:

  1. Filter to show last 30 days
  2. Look at Bounce Rate in summary stats
  3. If high (>5%), investigate:
    • Click individual bounce log entries
    • Review bounce reasons
    • Check for patterns (same email domain bouncing)
  4. For hard bounces:
    • Mark email addresses as invalid
    • Update customer records
  5. For soft bounces:
    • Monitor - may resolve automatically
    • Retry after 24 hours

Resolution: Identify and fix email deliverability problems

Export & Reporting

Exporting Log Data

Export Process:

  1. Apply desired filters (date, automation, customer)
  2. Click "Export" button
  3. Select export format:
    • CSV: Spreadsheet format
    • Excel: Formatted Excel file
  4. Download file

Exported Data Includes:

  • All columns from log table
  • Delivery timestamps
  • Engagement data (opens, clicks)
  • Customer information
  • Order details

Creating Reports

Common Reports:

  • Monthly Automation Summary: Total sends, open rate, click rate by automation
  • Customer Engagement: Which customers engage most with automated emails
  • Deliverability Report: Bounce and failure rates by email domain
  • ROI Analysis: Revenue attributed to automated email campaigns

Troubleshooting

No Log Entries Appearing

Symptoms:

  • Automation rule is active but logs show no activity
  • Expected to see emails but logs are empty

Check:

  1. Verify automation rule status is "Active"
  2. Confirm customers actually match filter criteria
  3. Check if automation has timing delay (may not have triggered yet)
  4. Review automation rule last triggered date
  5. Verify automation frequency settings aren't blocking sends

Solutions:

  1. Manually trigger automation to test
  2. Broaden filter criteria if too restrictive
  3. Check system email queue for errors
  4. Verify email templates are published

Common Causes:

  • No customers match filters
  • Automation inactive
  • Timing delay not yet elapsed
  • Frequency limits preventing sends

Emails Showing "Sent" but Not "Delivered"

Symptoms:

  • Status stuck on "Sent"
  • Never changes to "Delivered"

Check:

  1. Time elapsed - may take up to 10 minutes for delivery confirmation
  2. Check with customer - may be in spam folder
  3. Review email address for typos
  4. Check recipient email server status

Solutions:

  1. Wait 15-30 minutes for delivery confirmation
  2. If still "Sent", mark as delivered manually or investigate
  3. Contact email service provider if persistent issue

High Bounce Rate

Symptoms:

  • Many emails showing "Bounced" status
  • Bounce rate >5%

Check:

  1. Click bounced log entries to see bounce reason
  2. Hard bounces = invalid email addresses
  3. Soft bounces = temporary issues
  4. Look for patterns (same domain bouncing)

Solutions:

  1. Hard Bounces:
    • Mark email addresses as invalid
    • Update customer contact information
    • Remove from automation list
  2. Soft Bounces:
    • System will automatically retry
    • Monitor for resolution
  3. Domain-Specific Bounces:
    • May indicate deliverability issue
    • Check email authentication (SPF, DKIM)
    • Contact Kiva Logic support

If Problem Persists:

  • Review email content for spam triggers
  • Verify sender domain reputation
  • Check blacklist status
  • Contact email service provider

Opens/Clicks Not Being Tracked

Symptoms:

  • All emails show "Not Opened"
  • Click tracking shows no data

Check:

  1. Verify tracking is enabled in email settings
  2. Confirm tracking pixels in email template
  3. Check if customer email client blocks images
  4. Review email template for tracking code

Solutions:

  1. Enable tracking in system email settings
  2. Add tracking pixel to email templates
  3. Accept that some opens won't be tracked (images blocked)
  4. Use clicks as more reliable engagement metric
  • Automated Emails Using Order Filters - Create and manage automation rules
  • Email Templates - Edit templates used in automations
  • Email Pending - Manual email queue
  • Email Stats - Overall email performance metrics
  • Customers - Customer records and communication history

Typical Workflow:

  1. Create automation on Automated Emails page
  2. Automation triggers and sends emails
  3. View activity and performance on this Logs page
  4. Export data for analysis
  5. Refine automation based on log insights

Permissions & Access

Required Access Level: Manager or higher

Access Level Capabilities:

  • Manager: View all logs, export data (read-only)
  • Administrator: View logs, export, resend emails, mark as delivered
  • Kiva Admin: All features + delete logs, access raw email data, debugging tools

Restricted Features:

  • Delete Logs: Requires Kiva Admin
  • Resend Failed Emails: Requires Administrator
  • Access Raw Email Headers: Requires Kiva Admin

Best Practices

Daily Monitoring

  1. Check daily - Quick review of yesterday's automated emails
  2. Watch bounce rate - Address bounces promptly
  3. Monitor failures - Investigate any failed sends
  4. Review engagement - Track opens and clicks trends

Weekly Analysis

  1. Compare automations - Which perform best?
  2. Identify issues - Recurring delivery problems?
  3. Update contact info - Fix bounced email addresses
  4. Adjust timing - Optimize send times based on open rates

Monthly Reporting

  1. Export full data - Download month's activity
  2. Calculate ROI - Revenue per automation
  3. Benchmark performance - Compare to industry standards
  4. Plan improvements - Refine underperforming automations

Things to Avoid

  • ❌ Ignoring bounce notifications (hurts sender reputation)
  • ❌ Not investigating delivery failures
  • ❌ Overlooking engagement metrics
  • ❌ Failing to update invalid email addresses
  • ❌ Not exporting data for historical tracking

Quick Reference Card

Task Action/Location
View today's sent emails Set date filter to "Today"
Check specific automation Use "Automation Rule" filter dropdown
Find customer's emails Search by name or email in search bar
See why email bounced Click on bounced log entry for details
Export monthly report Filter to date range, click Export
Check delivery status Review "Delivery Status" column
See engagement metrics View summary stats at top of page
Resend failed email Click Actions > Resend
View email content sent Click log entry to see full email
Filter by date Use date range filter at top

FAQs

How long are logs stored?

Logs are retained for 2 years. Older logs are archived. Contact Kiva Logic support to access archived logs if needed.

Can I delete individual log entries?

No, logs are permanent audit trail. Only Kiva Admin can delete logs in exceptional circumstances. This ensures accountability and tracking.

What does "Not Opened" mean?

Either the customer hasn't opened the email, or their email client blocks tracking images. Click tracking is more reliable for measuring engagement.

Why do some emails show "Delivered" immediately and others take time?

Different email servers confirm delivery at different speeds. Most confirm within minutes, some take up to an hour. "Sent" means it left our system successfully.

Can I resend a failed email?

Yes, Administrators can click "Resend" on failed emails. However, fix the underlying issue (invalid email address, etc.) first to prevent repeated failures.

What's a good open rate for automated emails?

Industry average is 15-25%. Order-triggered transactional emails (order confirmations, shipping notifications) typically see 40-60%+ open rates. Marketing automations typically see 15-30%.

How can I tell which automation is most effective?

Filter by each automation, compare open rates and click rates. Also track conversions (did email lead to order/action). Export data to analyze trends over time.

Do unsubscribed customers appear in logs?

You'll see historical log entries from before they unsubscribed. New automated emails won't be sent to unsubscribed customers, so no new log entries will appear.

End of Documentation

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