E-mail Log

The email log is the per-message record of every outbound email sent by the platform — transactional and bulk alike. It's where you go to find out whether a message was delivered, opened, bounced, or never made it past the gateway.

Per-Message Fields

• Sent at: Timestamp when the platform handed the message to the relay.
• Recipient and sender — To and From.
• Template: Which template generated the message (or “Ad hoc” for one-offs).
• Subject: The rendered subject line.
• Status: queued / sent / delivered / opened / clicked / bounced / failed / spam-marked.
• Provider message ID: The relay's ID, for cross-referencing in SendGrid/SES/Postmark.
• Bounce reason: If status = bounced, the parsed reason (mailbox full, invalid address, etc.).
• Open / click counts: Tracking pixel and link click counts where the relay reports them.

Useful Filters

• Status = failed in the last 24 hours — what's broken?
• Recipient = customer@email — what did we send them?
• Template = welcome_email, date range = last week — open and click rates for the welcome flow.
• Sender domain — which sending identity has issues?

Worked Examples

• Customer says they didn't get the password reset: Filter by recipient, last hour, template = password_reset. Status = bounced (full mailbox). Tell them to clear space or use a different account.
• Campaign performance: Filter template = june_promo, group by domain (gmail.com, hotmail.com, etc.). See where deliverability is suffering.
• Spam-complaint spike: Filter status = spam-marked, last 7 days. Investigate the offending campaign and pause if necessary.
• Stuck queue: Filter status = queued, sent_at < 1 hour ago — messages should have moved by now; investigate the relay.

Some failed emails are transient — a relay outage, a momentary DNS hiccup, an over-loaded gateway. Others are permanent — bad address, hard bounce, mailbox doesn't exist. Knowing which is which keeps retries productive and avoids harassing genuine non-deliveries.

Automatic Retries

The platform's relay layer automatically retries certain failure classes:

• Connection timeouts to the relay.
• 5xx responses from the relay.
• Soft bounces (temporary mailbox issues).
• Rate-limited responses (4xx 429).

Default retry schedule: after 1 minute, then 5 minutes, then 30 minutes. After 3 failures the message is marked failed and waits for manual intervention.

Manual Retries

From the log:

1. Filter to failed messages.
2. Click Retry on individual rows or Bulk retry on selected rows.
3. Confirm. A new send attempt is queued; original record retained.

What Not to Retry

• Hard bounces (invalid address) — re-sending fails again and may damage sender reputation.
• Spam complaints — the recipient explicitly marked it as spam. Honour that.
• Unsubscribed addresses — never re-send marketing to opt-outs.
• Repeatedly failed transient errors — at some point accept the failure.

Worked Examples

• Relay outage cleared: Bulk retry the queue of 200 failed messages from the outage window. Most succeed.
• Single customer issue: User's mailbox was full yesterday; today it's not. Retry their password reset.
• Permanent bounce: Don't retry. Update the user's email field, ask them for a fresh address.
• Suspicious pattern: 50 hard bounces in a row from gmail.com — your sending IP may be on a blocklist. Check Postmaster Tools before retrying.