Email delivery reports
When an email is sent through InTouch, it's journey is tracked on the matter.
The delivery report is shown to the right hand side of the email on the matter.
The four possible stages of an email journey are:
Sent
The email has successfully reached the InTouch email server, and is ready to be delivered to the recipient's mail server.
Delivered
The recipient's email server has received the email.
Opened
The email was opened by at least one of the recipients.
An invisible pixel is inserted into your emails that allows InTouch to track when an email is viewed. If the recipient's email client does not load images, the email can't be tracked, and will never be labelled as "Opened".
Bounced
The recipient's email server has rejected the email. A message will be provided as to why the email was rejected:
- Hard Bounce - The recipient's spam filter or mailbox has rejected the email. After this, no further attempts can be made to email the recipient.
To reactivate the email, enter the address into a new email on InTouch and you will be invited to reactivate it. After reactivation, the address is immediately available to re-send emails to. - Spam Complaint - The recipient has marked an email as spam. After this, no further attempts can be made to contact the recipient.
To reactivate the address, please contact us at support@intouch.cloud. - ISP Block - The recipient's mail server has rejected the email.
To resolve this, please ask the recipient to whitelist your sending domain.
The Fee Earner will be notified by email, if an email bounces.
For further assistance with bounced emails, please contact us at support@intouch.cloud.
