Message log

The Message Log page shows what TrakIT has sent and received: the emails it sent, with the reason when one failed, the emails that came into its mailbox, the addresses it no longer emails, and the text and chat messages it sent through messaging channels.

To open it, select Admin > Logs > Message Log.

The page has four tabs. It opens on Emails Sent. Each tab has its own address, so you can bookmark the one you use most.

• Emails Sent: the emails TrakIT sent.
• Emails Received: the emails that came into the mailbox TrakIT reads.
• Emails Excluded: the addresses TrakIT no longer emails.
• Messages Sent: SMS, WhatsApp and chat messages.

Find a message

1. Select Filters to open the filter panel, if it is closed.
2. Enter the filters you need. Each tab has its own filters, listed below. A text filter finds any part of the text.
3. Select Search.

Reset clears the filters. The number of matches appears above the list, for example 125 Found. The list shows 20 rows per page. Times are in your time zone.

Emails Sent tab

The Emails Sent tab lists the emails TrakIT sent, newest first: notifications, reports, documents, emails users sent from TrakIT, and so on. A few system emails, such as sign-in codes, are not logged. Passwords and password-change links in an email are shown as asterisks.

Column	Shows
Sent	When the email was sent. If sending failed, [FAILED] below it, and the row is in red.
Sent By	The user who sent it, or System for an email TrakIT sent by itself.
Subject & Recipients	The subject, with the recipients below it.
Attached Files	The names and sizes of the attached files.
Company	The company the email was sent for.

Emails sent only to TrakIT Support are shown in grey and can’t be opened.

Filter	Finds
Sender	The name of the user who sent it. System finds the emails TrakIT sent by itself.
Recipients	Any part of a recipient’s address.
Subject	Any part of the subject.
Message Content	Any part of the email’s content.
Status	Show Failed Only: only the emails that failed.

Open a sent email

Select an email in the list. The Sent Mail # window opens, with the email’s number, and shows the email as it was sent, with its template and logo. For a failed email, Failure Reason below it says why. Select Close to close the window.

When an email fails

TrakIT sends email through the SMTP servers set up on the Integrations page.

• If the server can’t be reached or turns the email away for now, TrakIT keeps the email and tries again every 15 minutes, up to 5 attempts in all, for up to 24 hours. The Failure Reason ends with the attempt, for example [Attempt 2]. When a retry gets through, the email’s time becomes the time it went out and it is no longer marked as failed.
• If the server refused some recipients but delivered to the others, the reason starts with Sent to the other recipients - refused: and the email is not sent again.
• If Outgoing Email is switched off in Application Settings, or the SMTP server is not active, the email is logged as failed and not sent again.

Every 3 hours, TrakIT emails the system administrators an Unsuccessful Email Summary listing the emails that failed in that time, and whether each is still being retried.

Emails Received tab

The Emails Received tab lists the emails that came into the mailbox TrakIT reads, newest first. The mailbox is a Gmail or Office 365 mailbox connected on the OAuth inbox page, or one that TrakIT Support set up. TrakIT reads it every 5 minutes.

TrakIT acts on the emails whose subject starts with a TrakIT command, such as trakit rates to send rates to a rate card, when they come from the address of an active TrakIT user. It then replies to the sender with an Email Response email. An email with a command from an address that is not a TrakIT user’s gets a reply saying the sender can’t be authenticated.

Column	Shows
ID	The email’s number in TrakIT.
Received	When it arrived.
From	The sender’s address.
User	The TrakIT user with that address, if there is one.
Subject	The subject.
Attached Files	The names of the attached files. TrakIT keeps the files themselves only until it has dealt with the email.

Filter	Finds
Name	The name of the TrakIT user who sent it.
Email	Any part of the sender’s address.
Subject	Any part of the subject.
Message Content	Any part of the email’s text.

Select an email to open it. The POP Mail # window shows the email’s text on the left and TrakIT’s reply on the right, or Subject not recognized and No response sent if TrakIT did not reply.

Emails Excluded tab

The Emails Excluded tab lists the addresses TrakIT no longer emails, sorted by address. When an address is excluded:

• TrakIT leaves it out of every email it sends, whether it is in To, Cc or Bcc. Last Used shows when TrakIT last left it out. If no recipient is left, the email is not sent, and TrakIT says No recipients found. Please check if emails are excluded.
• Email fields refuse it. When someone enters the address, for example as an entity’s email, a user’s email, a report recipient, a recipient of an event and data action, or the address an invoice or document is sent to, TrakIT says Email … is excluded.

Text and chat messages are not affected.

Addresses come onto the list in three ways:

• The recipient unsubscribes. TrakIT’s standard email template ends with an Unsubscribe link. Within 7 days of the email, the recipient can follow it, enter their address and choose a reason. TrakIT adds the address as Recipient Request, with the reason in Details, removes it from the recipient lists of event and data actions and of reports, and emails the system administrators (Email Unsubscribed). The address of a TrakIT user can’t be unsubscribed this way.
• The address bounces. On installations whose mail service reports bounces to TrakIT, an address that can never be delivered to is added as Hard Bounce. The system administrators get an Emails Excluded - Hard Bounce email, which lists the entities and the recipient lists that use the address.
• A system administrator adds it. See Add emails to exclude.

Column	Shows
Email	The excluded address.
Added	When it was added.
Last Used	When TrakIT last left it out of an email. Empty if it never has.
Reason	Hard Bounce, Soft Bounce, Recipient Request or User Request.
Details	Why it was added: the reason the recipient gave, the mail service’s message, or the detail a system administrator entered.

The Email filter finds any part of an address.

To let TrakIT email an address again, a system administrator selects the X at the end of its row. The address is removed at once, without a question, and TrakIT says Email removed from Excluded list.

Add emails to exclude

System administrators can add addresses to the list.

1. On the Emails Excluded tab, select Add Emails… below the list. The Add Emails to Exclude window opens.
2. In Emails:, enter the addresses, one per line.
3. Choose the Reason:: Hard Bounce, Soft Bounce, Recipient Request or User Request.
4. In Detail:, say why, in up to 500 characters. It is required.
5. Select Add. TrakIT says Emails added successfully.

Addresses already on the list are skipped. TrakIT says Please specify some emails to add if Emails: is empty, Detail is required if Detail: is, and Email … is invalid for an address that is not a valid email address.

Messages Sent tab

The Messages Sent tab lists the messages TrakIT sent, or is about to send, through its messaging channels, newest first: text messages by SMS or WhatsApp, and posts to Google Space, MS Teams, Telegram or Discord. They include notifications, Send Message actions of events and data, and sign-in codes sent by SMS. TrakIT sends the waiting messages every minute.

Column	Shows
Added	When the message was queued.
Channel	The messaging channel it went through.
Recipient	The TrakIT user it was for. At present this column stays empty: use Mobile.
Mobile	The number it was sent to. Empty for a post to a shared channel.
Message Text	The message.
Status/Sent	When it was sent, or why it failed. Empty while it waits to be sent.
Work Order	The work order the message is about, which opens the work order. - if none.

Messages that failed are shown in red. Rows can’t be opened.

Filter	Finds
Mobile	Any part of the number.
Message Content	Any part of the message.
Status	Show Failed Only: only the messages not sent, those that failed and those still waiting.

How long the log is kept

TrakIT deletes old entries as set on the Data Retention Policy page: Email Outbox for the emails sent, Email Inbox for the emails received, and Message Outbox for the messages sent.

Who can use this page

Your role needs Read in the Message Log section (in the Admin group) to open the page and see all four tabs.

System administrators see every email and message. Anyone else sees:

• on Emails Sent, the emails sent for one of their companies;
• on Emails Received, the emails from users of their companies, with TrakIT’s replies;
• on Messages Sent, the messages about work orders of their workflows and, for messages without a work order, those to users of their companies.

Emails sent for no company, and emails from senders who are not TrakIT users, are for system administrators only. Emails Excluded shows the whole list to everyone who can open the page.

Only system administrators can add addresses to the Emails Excluded list and remove them from it.