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.

Contents

• Column Reference
• Default Columns
• Status Column
• Troubleshooting

Column Reference

The Email Research grid displays the following columns by default. Additional columns are available but hidden until you enable them by clicking the three vertical lines on any column header, selecting Columns, and checking the columns you want to display.

Default Columns (Always Visible)

• XN #: The action item number associated with this email. This unique identifier links the email to the action that triggered it. Click on the XN # to view the full action item details. You can sort or filter by this column to find emails related to specific action items.
• Email: The recipient's email address. This shows where the email was sent. Use this column to verify the correct email address received the message or to search for emails sent to a specific recipient.
• Action Type: The type of action that triggered this email (for example, "Request Action" or "Board Communication"). This helps you understand the context of the message and identify which business process generated it.
• Action Step: The specific step within the action that generated this email. Action items can have multiple steps, and different steps may trigger different emails. This column shows which step's notification rule created this particular message.
• Created: The date and time the email was created. This is the timestamp when the system prepared the message for sending. Use this column to find emails from a specific time period or to verify when an email was generated relative to other events.
• Last Update: The most recent date and time this email record was updated. As the email moves through delivery stages (Pending, Processing, Delivered, Opened, etc.), this timestamp updates to reflect status changes and read receipts. Use this to see when an email's status last changed.
• Association: The association or property name associated with this email. This identifies which community or property the email relates to. Useful for filtering or grouping emails by location.
• Company: The company name linked to the action item. In multi-company environments, this helps identify which company generated the action and email.
• Portfolios: The portfolio or region names associated with this email. Portfolios are groupings of properties, and this column shows which portfolio hierarchy the email belongs to. Use this to segment emails by region or portfolio.
• User: The user who initiated or is responsible for the action. This shows who created the action item that triggered the email. Helpful for identifying the source of a communication or for follow-up.
• Homeowner: The homeowner associated with this email. This shows the primary contact or resident linked to the action. Use this to verify the email was sent about the correct homeowner.
• Source XN #: The source action item number (if this email originated from another action item). For example, a Broadcast Email generates multiple "Broadcast Email Message" action items; the Source XN # points back to the original Broadcast Email XN. This helps you trace related emails back to their source.

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. This column appears in the default view and is critical for understanding email delivery and engagement.

Status options include:

• Pending: The email is queued and waiting to be processed. This is typically a temporary state that occurs immediately after the email is created.
• Processing: The email is currently being processed by the system and will be sent shortly.
• Deferred: The email delivery was temporarily delayed. The system will retry sending it. This can occur due to temporary server issues or recipient mail server problems.
• Delivered: The email was successfully delivered to the recipient's email address. Note that delivery does not guarantee the recipient has read or will read the message.
• Opened: The email has been opened by the receiver. The system detected this using a tracking code embedded in the email.
• Clicked: The recipient clicked a link within the email. This indicates engagement with the message content.
• Bounced: The email was undeliverable due to an invalid email address. Hard bounces (permanent failures) indicate the address no longer exists or is invalid. The email will not be retried to this address.
• Dropped: The email was undeliverable due to being dropped by the server. This can occur due to authentication failures, server configuration issues, or policy blocks. The email will not be delivered.
• Error: An error occurred while processing or sending the email. Review the error details by clicking the caret to the left of the XN for more information on what went wrong.
• Spam: The email was marked as spam by the homeowner's email provider. This indicates the message landed in the spam/junk folder rather than the inbox.
• Unsubscribed: The recipient unsubscribed from email notifications after receiving this message.
• Unsubscribed from Group: The recipient unsubscribed from a specific email group or category.
• Resubscribed to Group: The recipient resubscribed to an email group they had previously unsubscribed from.

To see detailed information about why an email was Dropped, Bounced, or has an Error status, click the caret (arrow) 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. Resendable statuses include Dropped, Bounced, Error, and Spam.

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.

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