This article outlines the functionality of the Email Research screen.

You can use the Email Research screen to search for emails by status, date, email address and/or action item. Users with the roles and permissions to access the Email Research screen can do so by navigating to Mailroom > Email Research. 
 

Note: To maintain optimal system performance, Vantaca retains Event History in the Message Details and Email Research screens for only 3-6 months. This history includes message processing, delivery, and read receipts. If you need to access older Event History data, please contact Vantaca Support to have the information temporarily restored.

On this screen you can:

• Date Range Filter: Select a filter option (default Last 30 Days) and click Search to narrow search scope by association and provide faster loading times.
• Filter: Use the filter fields to display only the results you want.
• Export to Excel: Filter the email research records to your data of interest and click Export to Excel. The information downloads to an Excel file.

Status Column

The Status column shows the status of the message and can be used to make sure an important message was sent or to verify an email's delivery status 

Status options include:

• Delivered: The email was successfully delivered to the email address.
• Opened: The email has been opened by the receiver 
• Dropped: The email was undeliverable due to being dropped by the server.
• Bounced: The email was undeliverable due to invalid email address.
• Spam: The email was marked as spam by the homeowner's email provider.

To see why an email was Dropped/Bounced (and other email status updates), click the caret to the left of the XN.

You can resend a failed email by clicking Resend Email. This button only appears on communications that have already attempted to send and have finished processing.

Troubleshooting

Q: Why can I not see the email history on an email that I received?

A: Our email service uses small tracking codes embedded in emails to monitor engagement. However, the homeowner either has:

• Ad blockers or privacy settings enabled that prevent tracking
• An email app that doesn't support tracking technology (such as Apple Mail)

Q: Why is an email going out blank on an action item?

A: This occurs when the email template has not been configured on the action step. To check this, navigate to Settings > Action Types/Steps and locate the action type. Click the Rules button for the appropriate step, then select Email Template. Once you configure the template with the necessary text and merge tags (if applicable), emails will send with the correct information.

Q: How can I see if a broadcast email was sent successfully through Email Research?

A: Navigate to Mailroom > Email Research and select the appropriate association at the top of the screen. Add the Source XN # column by clicking the three vertical lines on any column header, selecting Columns, then Source XN #. Enter the XN of the Broadcast Email into the Source XN # field and click Search. The Email Research screen will populate with all Broadcast Email Message action items created from that Broadcast Email, allowing you to review each delivery individually.

Q: When searching for an XN in Email Research, I receive a "No records were found matching the search criteria." error message. Why?

A: This error typically occurs for one of two reasons:

1. No association is selected at the top of the screen
2. The Date Range doesn't include the date of the XN you're searching for

To resolve this issue:

1. Select the appropriate association at the top
2. Verify that your Date Range includes the XN's date
3. Perform your search again

Once both the association and Date Range are correctly set, the XN should appear in your search results.
 

Q: Why didn't my email send as intended?

A: To troubleshoot this issue, verify the following:

1. Step Notifications Setting
Navigate to Settings > Action Types/Steps > Rules of the action type and confirm that Email is selected in the Notifications setting for the step.

2. Recipient Email Address
Check that the recipient has an email address on file:

• Homeowners: Homeowners > Homeowner Profile > Communication > Contact Info

• Vendors: Vendors > Vendor Contacts

3. Action Item Configuration
Confirm that the correct recipient is selected on the action item.

4. Recent Changes
Review System > Activity Notes to check whether recent changes were made to the step's Notifications setting or if a vendor's email was removed. In the event of sending to a homeowner, check Homeowners > Homeowner Profile > Activity Notes.

If everything appears correct, contact Vantaca Support for assistance.