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AurionAI

Delivery log

3 min readBy Emmanuel Yazbeck

The delivery log lists the notifications that AurionAI sent or tried to send, mostly emails. For each one you see the recipient, the event, the status and, when it failed, the reason. Use it to find out why someone did not get an email.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied on the configuration pages.
  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.

Open the delivery log

  1. In the sidebar, select Configuration.
  2. Open the System category.
  3. Select Delivery Log.

The top of the page shows how many entries are Sent, Pending, Failed and Skipped. The table shows the newest entries first, with these columns: Timestamp, Recipient, Event Type, Channel, Status, Locale and Error.

The Delivery Log page with the status counts and the list of entries.

Find an entry

  1. In the status list, select a status, for example Failed. Keep All statuses to see all.
  2. In the event list, select an event, for example Satisfaction survey. Keep All event types to see all.
  3. Optional: set the From and To dates. To remove them, select Clear date filter.
  4. Use Previous and Next to move between pages.

To load new entries, select Refresh.

Export the log

  1. Set the filters that you need.
  2. Select Export CSV.

Your browser downloads a CSV file with the filtered entries. The file holds at most 10,000 entries. Set a shorter date range to export more in several files.

What the statuses mean

  • Sent: AurionAI handed the notification to the email service or showed it in the bell.
  • Pending: the email waits. It is held for quiet hours, batched into a digest, or being sent. The Error column says why it waits.
  • Failed: sending failed. The Error column gives the reason. AurionAI does not send a failed email again on its own, except a CSAT survey: it tries again every two hours until the survey link expires.
  • Skipped: AurionAI did not send the email on purpose, for example because the recipient unsubscribed.
  • Permanently failed: AurionAI will not try again, because the cause cannot clear on its own, for example an invalid archive BCC address.

Result

The log shows a notification as soon as AurionAI processes it. A change of preferences or templates shows in the entries that follow the change.

If something goes wrong

The Error column shows these reasons:

  • No email channel connected or Mailbox disconnected: connect or reconnect your mailbox. Read Connect an email mailbox.
  • Sender domain not verified: finish the domain setup of your mailbox.
  • Outbound email turned off: outbound email is turned off in the email settings of your organization.
  • No recipient email address: the contact or user has no email address. Add one.
  • Recipient unsubscribed, Email bounced or Suppressed by the email provider: the address does not accept your emails. Check the address with the recipient.
  • Held for quiet hours or Batched into a digest: nothing is wrong. The email is sent later. Read Notification preferences.
  • Notification turned off: this notification is turned off for your organization. Contact support to turn it back on. Read Get help.
  • Delivery unconfirmed — review needed: AurionAI cannot tell whether the email left. Ask the recipient before you send it again by hand.
  • Couldn't load the delivery log. Please try again. Select Refresh.
  • The start date cannot be after the end date. Change the dates.
  • Export failed Try again with a shorter date range.

Still stuck? Submit a request or .