Enlivy sends the emails your customers receive, such as invoices, proposals, reports, signing invitations and customer portal sign-in emails, from your organization’s own email account. Connect it under Integrations → Email Delivery through SMTP, Gmail, Amazon SES or Elastic Email.
An organization without an account of its own sends through the one its parent organization connected, and the page says which address that is. A sandbox emails through the account of the organization it mirrors, and only to that organization’s own people, unless it connects one of its own.
Customer portal sign-in emails
The email a customer receives to sign in to the customer portal goes through your organization’s own email connection.
When no email connection is set up, or yours fails to send, Enlivy sends the sign-in email from its own mail. Enlivy sends up to 1000 of these a month for your organization. Its sandboxes and sub-organizations count toward the same 1000. Past that, the sign-in email is not sent until the next month, so keep your own email connection working.
What happened to each email
Every email your organization sends, such as an invoice, a proposal, a report or a signing invitation, is listed under Logs → Sent messages with its delivery status. Each recipient has its own entry. When an email is retried, each attempt has its own entry under the same send.
| Status | What it means |
|---|---|
| Accepted | Your email provider took the email. |
| Delivered | The recipient’s server accepted it. Only providers that send delivery reports can tell. |
| Bounced | The recipient’s server refused it. |
| Spam | The recipient reported it as spam. |
| Failed | Your email provider refused it, or could not be reached. Enlivy tries again later. |
| Unknown | Your email provider did not answer in time. Enlivy does not send it again, so the recipient never gets it twice. |
| Held back | The recipient is on your stopped list, or the email came from a sandbox. |
The organization owner gets one email when an email could not be sent after its last attempt.
Delivery reports
Amazon SES and Elastic Email can tell Enlivy when an email arrives, bounces or is marked as spam. Each of these connections shows a delivery report address. Copy it into your provider:
- Amazon SES: create an SNS topic, subscribe the delivery report address to it over HTTPS, then in SES open your identity, go to Notifications, and pick that topic for Bounce, Complaint and Delivery feedback. Enlivy confirms the subscription by itself.
- Elastic Email: in Settings → Notifications, add a webhook with the delivery report address and turn on Sent, Bounce/Error, Complaints and Unsubscribed. Webhooks need an Elastic Email PRO plan.
SMTP and Gmail send no delivery reports, so their emails stay at Accepted.
Stopped recipients
When an email bounces permanently, is marked as spam, or the recipient unsubscribes, Enlivy stops sending to that address for your organization. The address appears under Logs → Stopped recipients. Remove it there once the address works again, and sending resumes.