FAQ - What do the email stats mean?

With the new announcement module, we included an email statistic report to allow monitoring of your communications and contacts. let's see what each status means;

Pending/Queued

When you hit send, this is the first stage. Our Email provider is now dealing with the request on their servers and it is queued. We always hope that announcements are sent in a timely manner, there may be times when this is not immediate and may take a few minutes. A jam is created in periods of heavy traffic (Not just us but globally). If after 30 minutes the status has not changed, please raise a ticket with our support team, and we will let you know more.

Sent

It's on its way, we confirm with this status that the email has been sent from our provider and it should be delivered to your audience's email accounts.

Opened

Final confirmation that the recipient has received it and opened the message.

Soft bounce

Oops, something is not right. Soft bounces are when the Sent emails are not reaching their destination. They are put into a 'Try again cycle'. Our email provider will try multiple times depending on the error code to resend. It could be just a small outage on the recipient's server, or that the send-from address is not white labelled or trusted on the recipients' mail configuration.

When sending from your Myschool instance, we can enter a generic email address for your school or institute. By default, we send from noreply@msm.io or noreply@myschoolmanagement.io.

With new users, it is essential to tell them to add the sender address to their trusted list, the first contact may go straight to spam. If left there it can produce subsequent soft bounce issues. Add it to the enrolment questionnaire or include it in your admission forms.

Rejected

Now we know there is a problem. There are numerous reasons for this. You will need to contact our support team who can check the logs for the exact cause of the error. If this is rejected following a soft bounce for not trusted users or spam, then we can reset the account. You must ask the user to add us to the trusted sender list or else this will be repeated and may further affect our trust % globally.

Hard bounce

Many reasons for this and some may come from the recipient server rules. Raise a ticket, but if this is an external email address and not managed by your institute (e.g Guardian contact) then the best solution would for them to provide you with an alternative address for contact purposes.

Spam

Certain email providers will move us to spam unless it is a trusted sender. Please ask the user to make sure there are no add-ons or rules that may be doing this automatically. Then raise a request with our support to reset the user's account.

Email missing

Although we try, it still is hard to send a mail to a user if they don't have an email in their primary email field on their profile. It could be a typo that is causing this, check the profile and resend accordingly.

Opted out

In line with global practices and regulations, users must have the right to opt out of receiving mail from any online source. You can check this in their profiles on the contact tab. Users when sending announcements have the possibility to override this when sending the announcement for it to be classed as Essential instead. 

Pending digest

If you have enabled the digest functionality then users who have opted in, will not receive mail until the digest is scheduled delivery time or day.