On your dashboard you find a window titled 'emails not delivered'. What does this mean?
Why are aleno emails not being sent?
Automated emails from your aleno system are not sent resp. don't reach the guest - those emails are marked with red or orange envelopes next to them. Those could be rejected for different reasons:
- not existing email domain or not existing email,
- the customer mailbox is unavailable.
What do the envelope colors mean?
We show the email status in a few places with the app. When you have msgIn enabled, next to each email - in the msgIn tab, in the email's preview in the reservation panel, and on the dashboard in email tabs - you can see the colored envelope.
Note: Sometimes, to get the correct email status, there is a need to click on the envelope - that may cause changing the color of it. That can be the transition when emails were sent but not delivered (green to orange)
Each color stands for a different email status:
- Grey envelope icon for received messages from guests
- Displayed next to customers' replies to an email
- Displayed next to customers' comments from the widget
- Displayed next to internal messages
- Blue envelope icon for emails that are currently queued
- This is a temporary status of email - each email is initially in this status - and then changes to either sent or rejected. That is because emails are sent one after another, so they are queued and waiting to be sent.
- Green envelope icon for sent emails
- It means that the email has been successfully sent from our side.
- Red envelope icon for all not sent emails
- Emails that are not sent for a specific reason, e.g., not existing domain, email that is not allowed, authentication failures.
- Orange envelope icon for all bounced emails
- Emails that are not delivered to a customer because they were rejected. The email we wanted to send was bounced back from the customer's mailbox, e.g., not the existing email address or a full mailbox.