Minimum Version Required: 22.01
Pre-Conditions
Users must have eChat History View permission to be able to see messages that were not sent by themselves.
Steps
How to View emails sent from Encompass
1. Using Universal Search, navigate to the Messages table.
Note: All emails sent out from Encompass, including scheduled emails such as alerts or scheduled reports, are recorded and tracked on the Messages table.
2. On the Messages table, the 'Status' value will show the most important information:
- Queued: The message has been generated and will be sent in the next few minutes.
- Sent: Message has been sent from the Encompass email servers.
- Delivered: Message was succesfully delivered to the receiver's inbox (it is possible it went to SPAM still).
- Opened: The receiver has opened and read the email (some programs are able to block trackers on this).
- Link Clicked: The receiver clicked on the link inside of the email.
3. The 'Time Read' value displays when the user read the email and will update in the future if the email is read again.
4. The 'Open Count' will indicate each time the email is opened, as long as the tracker is not blocked.
5. Audit the Message record to see changes to these fields over time
See also the Email Report Tracker and Who Reads Their Email reports, along with several others in the Report Library, for additional insights.
Fields And Definitions
Domain Verification = Required in AWS to allow Encompass to send email on behalf of the customer's domain
DKIM = A security key added to the DNS settings that tells all the other email servers in the world "It's ok for Encompass to send emails on behalf of ___ domain"
DMARC = A DNS setting (entirely controlled on the customer's side) that tells the email server what to do with stuff that is not DKIM verified
Note: Encompass always sends links in the email to any documents/attachments for the email, it does not attach the document directly to the email itself.