Check delivery status
Open the record’s Emails tab or the conversation in Messages after sending.
Outgoing emails can show statuses such as:
- sent
- delivered
- failed
- bounced
- spam complaint
If more information is available, hover over the status. For a failed or bounced email, check the contact’s address before trying again.
Common questions
Why is the email not being sent from my connected Gmail account?
The connected Gmail mailbox is used only when its owner is the selected sender. Open Additional fields and check From.
Why is the email being sent from a Neptune address?
The selected sender may not have a connected Gmail mailbox, or the organisation’s domain may not be verified for that sender’s email address. Select the information icon beside From to check the sending address before sending.
Why can I not choose my personal address?
When a shared default sender is active, your personal address is available only if it uses the verified organisation domain or you have connected Gmail. Check your Neptune profile email address or Gmail connection, or continue with the shared sender.
Why can I not select the Branded design?
Your organisation needs a logo before the Branded design is available.
Why can I not select a recipient?
Open the customer or lead and check that the contact has a valid email address.
Why did the email fail or bounce?
The address may be incorrect, the recipient’s email provider may have rejected the message, or the message may have been blocked. Check the status details and confirm the contact address.