New and undelivered email messages

New and undelivered email messages is located in the processes section of the Dashboard screen and is your email queue containing:

• all emails that need to be approved for sending
• all emails that have bounced
• undelivered emails that need attention

Emails generated by Utilmate will appear in the New and Undelivered Email Messages screen for review and approval to be sent.  These will have a status of NEW and may include:

• Welcome emails
• Invoice emails
• Treatment emails
• Payment plan emails
• Direct debit emails

Emails will appear at various times of the day depending on when processes are run, so it's a good idea to check this screen regularly.

Note:  All MyAccount registration and forgot password emails are automatically sent by Utilmate without this approval step.

You can filter the email messages by All, New and Undelivered.

The New and undelivered email messages screen displays:

• Account Number
• Name
• Sales Customer Number
• Status
• Current Balance - shows the current total balance for the customer, allowing you to check if the customer has made a payment since the email was generated.
• Email Amount - displays the amount being shown in the invoice or treatment email, to allow you to check if it's different to the current balance.
• Send To - the email address that will receive the email.
• CC To - the email address that will be copied in on the email.
• Subject - the email subject.
• Attachments - the PDF attachments that will be sent with the email.

Tip: click on the eye icon to preview the email.

Send an email

To send emails, select the row(s) you want to send then click on the Send/Resend button.  The emails will be sent immediately and removed from the screen.

Not send an email

To NOT send emails, select the row(s) you do not want to send then click on the Do Not Send button.  The emails will disappear from the screen and NOT be sent.

To select multiple rows, you can either SHIFT+click to select all rows in a range or CTRL_click to select multiple rows.

Note:  If you choose not to send an email, it may be necessary to reverse the invoice (if required).  It's also a good idea to add notes explaining the reason for not sending it.

Email not delivered

From time to time, emails aren't able to be delivered. By clicking on the icon  or status link, will reveal:

1. The non-delivery reason
2. Resolution options
3. The ability to remove the email from any suppression lists
4. Update the email address if it requires changing  
5. Send by post

Below are common statuses and resolutions:

BLOCKED

The email address is valid but has been blocked by the recipient's email box. Possible reasons include:

1. Recipients email box is full.
   You can either remove the email address from the suppression list using the button below and try sending it again, choose not to send the email if it isn't considered important or send the email by post.
2. Our system's IP address has been blocked by the recipient.
   If this is a gmail.com or hotmail.com address, please raise a support ticket to let us know. If this is a company or unique email domain, then you can either contact the customer to let this email (and future emails) through, choose not to send the email if it isn't considered important, send the email by post or send the email by post and update their delivery preference or POST for all future correspondence.

BOUNCED
The email address does not exist, has not been entered accurately or is no longer in use. To resolve this you can:

1. Review the email address for any obvious mistakes in the entry, update it and re-send the email.
2. Check if the email address on the account has been updated recently, revert the change and resend the email.
3. Contact the customer to verify the email address, update it and re-send the email.
4. Send the email by post and update their delivery preference to POST for all future correspondence.

There is no need to remove BOUNCED emails from the suppression list if they are incorrect.

INVALID

All email address must have a "@" and "." in them and contain no special characters. Made-up
email addresses like [e-mail] are also invalid. To resolve this you can:

1. Contact the customer to verify the email address, update it and re-send the email.
2. Send the email by post and update their delivery preference or POST for all future correspondence.

SPAM
The customer has reported the email as being spam. To resolve this you can:

1. Contact the customer to ask them to remove you from their email spam list.
2. Remove the email address from the suppression list using the button below and try sending it.
3. Choose not to send the email if it isn't considered important or send the email by post.

If the email address is incorrect and needs correcting, you can:

1.  Double-click on the row you would like to update. Updating the email address here will not only update it for this email you want to send but also correct it on the customer for all future emails.
2. Click on the hyperlinked Account Number to go to the customer, click on the Contact Details screen and change the email address. 

Resend email

To resend undelivered emails, select the row(s) you want to send then click on the Send/ Resend button.  The emails will be sent immediately and removed from the screen.

To NOT resend these emails, select the row(s) you do not want to send then click on the Do Not Send button.  The emails will be removed from the screen and NOT resend.

Send by post

If an email is not able to be sent by email (ie wrong email address) and is time critical, you may choose to send it by post.  Click the Send by Post button on the email error mail screen. This will move the email from the New and Undelivered Emails Messages screen to the New and Undelivered Posted Mail screen. The PDF can then be posted by printing internally or by sending it to Bingmail (if this add-on is enabled).

Tip You can update the delivery preference to post so that future letters are generated using the post preference.