What the Email Delivery Hub shows and how it behaves: its tabs, summary cards, table columns and filters, which emails it tracks, how current its data is, and who can view and resend emails.
The hub is under Clients (if on Aiwyn Practice, Clients & Contacts), on the Email Delivery Hub tab.
Tabs
| Tab | Shows | Available to |
|---|---|---|
| Sent | Emails Aiwyn sent, with their delivery status | Every firm with the hub |
| Pending | Emails waiting on data from your practice management system. Many send automatically once the data syncs | CCH Axcess firms, on request |
| Failed | Emails Aiwyn could not send, which need action from you | CCH Axcess firms, on request |
Bounced and Failed are not the same. A bounced email was sent and then rejected by the recipient's mail server; it appears on the Sent tab. A failed email never went out; it appears on the Failed tab. The reasons shown for pending and failed emails are listed in Email delivery status reference.
The rest of this article describes the Sent tab.
Summary cards
The cards above the table count emails in the selected date range.
| Card | Counts |
|---|---|
| Total | All emails sent |
| Delivered | Emails the recipient's mail server accepted |
| Bounced | Emails the recipient's mail server rejected |
| Opened | Emails the recipient opened |
| Clicked | Emails where the recipient followed a link |
| Without attachments | Emails sent without an expected attachment, such as an invoice PDF |
Comparison with the previous period
Each card compares its figure with the previous period of the same length. For a 7-day range, that is the 7 days immediately before it. An arrow shows the direction of change: green is an improvement, red is a decline. For Bounced and Without attachments, an increase shows red.
Reading the cards together
- Opened and Clicked are part of Delivered. An email has to be delivered before it can be opened or clicked.
- Opened and Clicked undercount. Tracking depends on the recipient's mail client, so some opens and clicks are never recorded. See What a delivery status does and does not tell you.
- Without attachments describes what an email contained, not whether it arrived. An email can be delivered and still be counted here. If it appears across several emails, contact Support.
Email table
Each row is one email. When an email went to more than one recipient, expand the row to see each recipient's status.
| Column | Shows |
|---|---|
| Sent date | When the email was sent. The table sorts newest first by default |
| Status | Sending, Delivered, Opened, Clicked, Bounced or Mixed. See Email delivery status reference |
| Email type | The kind of email. See Email types tracked, below |
| Subject | The email's subject line |
| Recipients | To, CC and BCC addresses |
| Client name | Name of the client who was the recipient of the email |
| Delivered | Checkmark indicating whether the email was delivered |
| Delivered date | Date and timestamp the email was delivered |
| Opened | Checkmark indicating whether the email was opened |
| Opened date | Date and timestamp the email was opened |
| Clicked | Checkmark indicating whether the email was clicked |
| Clicked date | Date and timestamp the email was clicked |
| Failure reason | Why a bounced email was rejected. This is often a general SMTP error rather than a specific cause |
| Client number | Client number for the client who was the recipient of the email |
| Client group | Client group name associated to the client recipient of the email |
| Client partner | Partner assigned to the client recipient of the email |
| Client manager | Manager assigned to the client recipient of the email |
| Client office | Office assigned to the client recipient of the email |
| Attachments | Viewable attachment, if included on the email |
You can sort by any column except Resend, and export the table to keep your own delivery records.
Filters and search
| Control | What it does |
|---|---|
| Date range | Limits the table and the summary cards to emails sent between the start and end dates. Opens on the last 30 days by default. |
| Email type | Shows only the selected types. Lists only the types your firm sends |
| Show bounced only | Shows only bounced emails. The count beside it shows how many there are |
| Search | Search based on any number of column contents including Client Name, Recipient Address, Partner or Manger, Client Number, etc. |
| Column filters | Filter a single column from its header |
Search and filters work inside the selected date range. Widen the range before concluding an email was never sent.
Your filters stay in place while you switch tabs, and reset when you close the browser tab.
Data refresh
The hub is not real time. New emails and status changes can take up to 15 minutes to appear.
The Data last updated indicator shows when the table last refreshed. Hover over it to see when the next refresh is due.
After you resend an email, the row can keep showing its earlier status until the next refresh, even though the resend went out.
Email types tracked
The Sent tab shows the emails Aiwyn sends to your clients about invoices, payments and engagements. Which types you see depends on the Aiwyn features your firm uses, and the Email type filter lists only those.
| Email type | Sent when | Shown for |
|---|---|---|
| Invoice | An invoice is emailed to a client | All firms |
| Invoice reversed | An invoice is reversed | All firms |
| Payment confirmation | A payment is received | All firms |
| Payment failure | A payment attempt fails | All firms |
| Client refund initiated | A refund on a client payment is started | All firms |
| Smart statement | A statement is emailed to a client or group of clients | Firms using Collections |
| Engagement sent, Engagement executed, Engagement reassignment | An engagement letter is sent, executed or reassigned | Firms using Engagements |
| Engagement prepayment failure | An ACH prepayment on an engagement letter fails | Firms using Engagements |
| Autopay created, Autopay updated, Autopay canceled, Autopay scheduled reminder | A client's autopay is set up, changed or canceled, or an autopayment is coming up | Firms using Autopay |
| Payment plan created, Payment plan updated, Disable recurring payment | A recurring payment plan is created, changed or canceled | Firms using payment plans |
Not tracked
- Client portal invitations
- Client portal password reset emails
- Emails sent from your own mail client rather than by Aiwyn
- Any email type not listed above
If an email is not on the Sent tab, check the date range and filters first. If it is still missing, Aiwyn did not send it: it may be a type the hub does not track, or it may never have gone out. Firms with the Pending and Failed tabs can check there; otherwise, contact Support.
Permissions
Access to the hub is set in the Email Management permission group. Your firm administrator manages permissions.
| Permission | Allows |
|---|---|
| View | Open the hub and see its tabs, summary cards and emails |
| Resend | Resend emails from the Sent tab. On the Pending and Failed tabs, retry, dismiss and restore emails. Without this permission, those buttons are hidden |
| Edit settings | Reserved for hub settings. It has no effect at the moment |
When the hub is turned on for your firm, access starts as follows. Your firm administrator can change it afterwards.
| Users | Starting access |
|---|---|
| Firm administrators | View, Resend and Edit settings |
| Users who can resend invoices from the Invoices table | View and Resend |
| Everyone else | View |
Resent emails
Before a resend goes out, you can preview it, edit the subject, add a note to the body, change the recipients and send a test to yourself. The original invoice or statement is not changed.
- One at a time. There is no bulk resend.
- Recipient changes apply to that resend only. They do not update the client's contact record.
- Some email types lock the recipients. If your firm has turned off recipient changes for a type, the recipient fields are read-only; hover over them to see why.
Subject line tag
Aiwyn adds a tag to the subject line of a resent email so the client can tell it apart from the original. The default is a [RESENT] prefix:
[RESENT] Your November Statement
If you edit the subject before resending, the [RESENT] tag is added to the subject line.
The tag is set by Aiwyn when the hub is configured for your firm, not in firm settings. Contact Support to change it.
Related
- Email delivery status reference
- What a delivery status does and does not tell you
- Find a specific client email in the Email Delivery Hub
- Find and resend a client email
- Troubleshoot a failed client email