How do I know if horse updates I have published are being received by owners?

How do I know if horse updates I have published are being received by owners?

Prism has a detailed email log that will let you see whether your email was delivered and if the message was opened or not. If the email was not delivered, the log will also indicate why the message was not delivered.

How to access your email log

  1. Go to your Report tab:



  2. By default, this should bring you strait to your email log.  If it doesn't, click on Email Log on the left pane:



How to search your email log

  1. Select the From and To dates you wish to search.  The default here is 1 week.



  2. (Optional) Enter the recipient's email address in the Recipient field.  



  3. (Optional) Enter the email's subject line in the Subject field.  



  4. (Optional) Select the email status via the Status drop down.



  5. Click on Search to search based on the information you have entered.
Leaving either the Recipient, Subject or Status fields blank will still let you search for emails.  The results will only depend on what entered on any of these fields.  For example: 
  1. Leaving the Recipient field blank will show emails sent to all owners within that period based on the information you entered in the Subject or Status fields
  2. Leaving the Subject field blank will show all emails sent to all owners within that period based on the information you entered in the Recipient or Status fields.
  3. Leaving the Recipient, Subject and Status  fields blank will show all emails sent within the From and To dates you chose. 

What your email log's search results show

After you've made your search, here's what will be displayed: 
  1.  The Recipient column shows the email address the email was sent to.



  2. The Subject column shows the email's subject/title.



    Clicking on the subject will show you a preview of the email that was sent.



  3. The Date column shows the date and time the email was sent.



  4. The Status column shows the status of the email.


Email Status

The email log will show the status of the email you've sent.  These are:
  1. Bounced - This would mean the recipient's email provider returned a bounce error.  Bounces usually occur when the recipient's inbox is full, the recipient's address is incorrect, the recipient's address is no longer valid, there is an error with the recipient's email provider or the recipient had marked one of your emails as spam.
  2. Delivered - This means the email was delivered but the recipient had not opened the email. 
  3. Not sent - This means the email was not sent.
  4. Opened - This means the email has been opened on the recipient's side.  Please note that some email providers such as Gmail, Hotmail and Yahoo scan the content of emails.  This scan could in some cases trigger a false "Opened" flag.
  5. Reactivated - This means the recipient of this email address has been recently reactivated.  Please see our help article on reactivating emails for more information.
  6. Unsubscribed - This means the recipient of the email had unsubscribed from your mailing list.  The email in this case would not be sent to the recipient
When an email has the status Bounced or Unsubscribed, the email address of the recipient is deactivated from your mailing lists.  They will therefore continue to show as either Bounced or Unsubscribed until you reactivate their address.  To reactivate their address, please see our help article on how to reactivate email addresses.  Once you've reactivated the address, you can try resending the emails.

How to resend or forward emails

If you need to resend an email to an owner, simply click on the Resend Email button of the email in your email log:


To forward the email to another recipient, click on the Forward Email button of the email in your email log:


Enter the email address of your intended recipient in the To field and then click on Save to send:


If you need to resend a statement or invoice, you will need to send these through your Finance Dashboard or from the owner's Finance Account.  The email log does not store attachments so if you need to resend these files you cannot do it from the email log.

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