Email delivery validation

Issue

A common request from partners is the ability to validate that emails have been successfully delivered to a client's inbox. This can happen for a number of reasons, including:

  • A user reports not receiving a training invite
  • A tenant has lower phishing clicks than expected during a month
  • A user reports that they did not click on a specific phishing email

Resolution

INFIMA provides a comprehensive sent email log feature that allows administrators to track and validate email delivery directly from the dashboard. This eliminates the need to use external compliance portals and provides real-time visibility into email status.

Using the sent email log

The sent email log provides a centralized view of all emails sent through the INFIMA platform, with advanced filtering and live status updates for emails sent via API integrations.

  1. Access the Email Log:

    • Log in to the INFIMA dashboard
    • Navigate to Reports → Email Log (/reports/email)

  2. Find Specific Emails:

    • Select the user from the dropdown menu to view their email history
    • Use the date range filters to narrow down to the relevant time period
    • Look for the specific email in question

  3. Verify Delivery Status:

    • Check the delivery method (Microsoft API, Google API, or SMTP)
    • For API-sent emails, click on the email entry to view live status

  4. Review Email Details: For emails sent via Microsoft or Google API, you can see:

    • Current folder location (Inbox, Spam, Deleted, etc.)
    • Read/unread status
    • Exact delivery timestamp
    • Any delivery errors or issues

  5. Take Corrective Action:

    • If an email is not in the Inbox, use the "Move to Inbox" button
    • This ensures the email is visible to the recipient

API Integration Benefits

Emails sent through Microsoft API or Google API provide live, real-time status updates. This allows you to see the current state of the email in the recipient's mailbox, including whether it has been read or moved to another folder.

Advantages of the sent email log

  • Real-time Updates: See the current status of emails without delays
  • Direct Access: No need for special compliance portal permissions
  • User-Friendly Interface: Simple dropdown and date filtering
  • Actionable Insights: Move misplaced emails directly from the interface
  • Comprehensive History: Access complete email history for any user

Troubleshooting tips

  1. Email Not Found:

    • Expand your date range to ensure you're capturing the correct time period
    • Verify you've selected the correct user from the dropdown

  2. Email in Spam/Junk:

    • Use the "Move to Inbox" button to relocate the email
    • Consider reviewing spam filter settings with the client

  3. Delivery Failures:

    • Check the delivery method and any error messages
    • For SMTP emails, verify the SMTP configuration is correct

Best practices

  • Regularly monitor the email log for delivery issues
  • Use date filtering to focus on specific campaigns or time periods
  • Train support staff on using the email log for quick issue resolution
  • Document any recurring delivery patterns or issues for future reference