Follow your messages: sent, delivered or not
Every invitation, reminder and automated message Polzy sends, in one log: find a message, read what each status means, see why one is queued or failed, and send it again.
On this page
Messages is the record of everything Polzy sent on your workspace's behalf: campaign invitations and reminders, messages from workflows, and notifications by email or text. Each row says who it went to, on which channel and how far it got. Use it to check a campaign reached people, find out why someone did not get their invitation, and send a failed message again.
Messages is on every plan. Admins and Editors can read the log; only admins can send a message again and open the providers.
Open the log
In the sidebar, open Surveys → Messages. At the top, four figures for the period you picked: Sent, Delivered, Opened and Failed, with the share that bounced. Below them, one row per message, newest first:
| Column | What it shows |
|---|---|
| Sent | When it was sent, or queued. |
| Type | Invitation, Reminder, Automation (from a workflow) or Notification. |
| Campaign | The campaign it belongs to, if any. |
| Channel | Email, SMS, WhatsApp, Slack or Microsoft Teams. |
| Recipient | Who it went to, with their address. |
| Status | How far it got (see What each status means). |
Click Refresh at the top to load what changed since you opened the page.
Find a message
- Search recipient. By name or email address.
- Period. Any time, This month, Last 30 days or Last 90 days. The figures at the top follow it.
- Type, Campaign, Channel and Status. Pick one or more values in each. Not delivered in Status gathers everything that failed or bounced.
- Your fields. Narrow by the fields your workspace keeps on people, such as department or country.
The line above the table says how many of the period's messages are shown.
What each status means
| Status | What happened | What to do |
|---|---|---|
| Queued | Waiting to go out: for its sending window, or in line to be sent. | Nothing. Hover the status to see when it goes. |
| Sent | Handed to the provider. | Nothing yet; it moves on when the provider reports back. |
| Delivered | The provider says it reached the person's inbox or phone. | — |
| Opened | The email was opened. | — |
| Clicked | The link in it was followed. | — |
| Responded | The person answered the survey. | — |
| Failed | The provider refused it, or Polzy could not send it. The reason is in the message's panel. | Fix the cause, then Resend. |
| Bounced | The address does not exist or refused it. | Correct the address, then Resend. |
| Expired | The campaign's end date passed before it went out. | Extend the campaign, or duplicate it. |
| Not sent | Deliberately not sent: the person turned these messages off, left the audience before it went, the survey had closed, or an earlier mail to the address bounced for good or was reported as spam. | Nothing, unless the address is wrong. |
How far a message gets depends on what its provider reports. Polzy's own sender reports delivery; a provider of your own reports it once its delivery updates are set up (each provider's guide explains how — for example SendGrid or Twilio). Without them, a message stays at Sent.
Open one message
Click a row to open the message:
- Facts. Status, Type, Campaign, Channel (with the provider it went through, "Email · via SendGrid"), and Template with Open template.
- Delivery. A timeline of the steps it passed — Queued, Sent, Delivered, Opened, Responded — each with its time. A failed or bounced message shows the reason under that step, in your language when Polzy decided it, or the provider's own words when the provider did.
- Content. The message as the person received it, with their name and link filled in.
Why a message is queued
A campaign message waits when it would otherwise arrive at a bad time. Its panel says which rule holds it and when it goes:
- Waiting for working hours. The campaign sends only on working days within its hours — "This campaign sends Monday to Friday, 09:00–17:00 (Europe/Amsterdam)". Admins see Change working hours, which opens the campaign's Schedule tab.
- Waiting for the recipient's quiet hours to end. The workspace keeps quiet hours: nothing is sent between 20:00 and 08:00 on the person's own clock. Admins see Quiet hours settings, which opens Settings → Notifications.
Under both, "Goes out …" gives the time it will be sent. Switch the rule off and everything it holds goes out at once. See Reminders and sending hours.
Send a message again
A campaign message that Failed or Bounced can be sent again.
- Fix the cause first: correct the person's address, reconnect the provider, or add a pack if the month's allowance ran out.
- Open the message and click Resend.
- A new row appears in the log for the new attempt; the old one keeps its failure.
To send a campaign invitation to a corrected email address in one step, use Fix email on the campaign's Recipients tab. See Remind people and fix an address.
The providers
Admins see a second tab, Integrations, where the plan lets them connect a sender of their own. It lists the email, SMS and WhatsApp providers with how many are live, and a row for each: Set up for one not yet connected, Configure and Test for one that is. All integrations opens the full Integrations page on Business and up.
On Team, this is where your own email sender is connected, since the Integrations page is on Business. Once a provider is connected, choose it for its channel under Settings → Notifications → Channels. See Channels and All integrations.
Troubleshooting
| What you see | Why | What to do |
|---|---|---|
| Many messages Failed at once | The provider stopped accepting them: a key was revoked, the domain is not verified, or the month's allowance from Polzy's sender is used up. | Open one to read the reason; reconnect or test the provider, or add a pack. |
| Bounced for one person | Their address is wrong or full. | Correct it on the contact, or use Fix email on the campaign. |
| Not sent for someone who should get it | They turned campaign messages off, or an earlier mail to them bounced for good. | Check the address on the contact. Polzy sends no campaign messages to someone who turned them off. |
| Could not send it again | The message is not a failed or bounced campaign message, or the cause is still there. | Fix the cause first; only failed and bounced campaign messages can be resent. |
| Messages stay at Sent | Your own provider is not reporting delivery. | Set up its delivery updates (see its guide). |
| The text of an old message is gone | The workspace keeps the text of sent messages only for a while. | Expected: see below. |
Good to know
- Removed message text. After the period set in Keep sent messages (workspace Settings → General → Privacy and data), the text, link and address of a message are removed and its panel says so. Its delivery record — status, times, channel — is kept. See Retention.
- On a campaign. The campaign's Recipients tab shows the same statuses per person; Messages shows every message across campaigns and workflows.
- Conversations. Messages in a conversation are read in the conversation itself. See Conversations.
Related articles
Signed-in members can ask Polzy or message the team from Support. How fast we reply depends on your plan.