Email events explained
Read an email's event history to check delivery, understand errors, and decide what to do next.
Use an email's Event history to see what happened after Sydnee tried to send it. Each event records one step, such as the mail server accepting the email or refusing it.
Open an email's event history
This page is available to workspace owners and admins. Your plan sets how much email history you can view.
- Open Company Settings → Email delivery.
- Find the email. On desktop, use Filter for status or Type for email type.
- Select the email row.
- Read Event history below the send details.
On smaller screens, open View options to choose Status or Type.
Check To, From, Subject, and Sent to confirm that you have the right email. An event may also show a reason for a delivery problem.
What does the status mean?
Successful means Sydnee has no delivery problem flagged on this entry. Check the events to see whether the recipient's mail server accepted it.
Error flags a send error or a problem event, such as a bounce, delay, drop, spam report, or opt-out. A past problem can keep the status at Error even if a later event says Delivered. Read the full history and check the event times.
The status is a summary. It does not confirm that the email reached the inbox or that someone read it.
What does each event mean?
Event names come from the email service. You may see names with spaces or underscores.
| Event | Meaning |
|---|---|
| Processed | The email service received the message and prepared it for delivery. |
| Dropped | The service stopped the email before delivery. An opt-out or an earlier delivery problem may be the cause. |
| Deferred | Delivery is delayed. The receiving server has not accepted the email yet, and the service may try again. |
| Bounce | The receiving server refused the email. The address may be wrong, unavailable, or blocked by a mail rule. |
| Delivered | The receiving server accepted the email. It may still go to spam or be held by a mail filter. |
| Open | A tracking image loaded. This is a signal of activity, rather than proof that a person read the email. |
| Click | A tracked link was followed. This does not confirm that the person completed the linked task. |
| Spamreport or Spam report | The email service received a spam complaint. |
| Unsubscribe | The recipient opted out of email. |
| Group_unsubscribe | The recipient opted out of one email group. |
| Group_resubscribe | The recipient opted back into one email group. |
Why is there no Open or Click event?
Tracking varies by email type. Client sign-in codes do not track opens or clicks. HIPAA workspace emails also have open and click tracking turned off.
When tracking is on, image blocking and email privacy tools can affect open events. An absent event does not show that the client ignored the email. Ask the client to confirm receipt when it matters.
Why are no provider events shown?
No provider events were logged for this email means this entry has no saved event history. It does not confirm delivery or failure.
Expand Provider response to inspect the saved send result. What we sent shows the saved send details. The details available can vary by email type.
What should I do about a delivery problem?
- Check the recipient address and any reason shown under the event.
- Ask the recipient to check spam and company mail filters.
- For an opt-out, ask the recipient to review their email choices. Review notification settings.
- For a repeated bounce, drop, delay, or spam report, contact support. Include the send time, recipient, email type, and shown event. Keep passwords and sign-in codes out of the message.
What does my client see?
The delivery log is a team setting. Clients see the email in their mail app. They manage their own email choices in your branded portal.