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Email Delivery: How do you know if they got your message?

You just sent an important business communication via email and assume all is well … but what if that email was not received?

How do you know?  There could be significant delays or consequences if the message was not delivered.  What can you do to put your mind at ease?

Read Receipts and Web Bugs

If your recipient did receive your email message and actually read it / opened it, there are ways to know.  You can use:

  • Read Receipts – little emails sent back to you to confirm that a message has been read.  Most email programs support these, but it is up to the recipient if they are actually sent — so they are simple, but not reliable.
  • Web Bugs – You could embed tracking images in HTML-encoded email messages and detect if these images are loaded from your servers.  If they are, it means the message was opened.  Use of email web bugs requires special software and is not a trivial thing to implement.  They are more reliable than Read Receipts but are not 100% reliable, as they can be stripped out by email filters and/or the recipient might not be loading images when viewing your email. Additionally, Spammers often use web bugs as “depth charges” to mine for valid email addresses based on which ones actually open the messages.
  • Reliable Read Receipts – Using a service like SecureLine Escrow, the recipient picks up your message securely at a web portal and you can track if and when that happened and send yourself email notifications.  This is 100% reliable.

For more details on these 3 mechanisms, see Has Your Email Been Read? Read Receipts and Web Bugs.

Yes, but was my email actually received?

Knowing if the recipient read your message is one thing, but knowing definitively whether they received it in the first place is usually more important.

In many cases, messages are not successfully delivered due to a mistyped or misspelled recipient address, though there are many other possible causes — see Where’s the Email? The Case of Missing or Disappearing Messages. When this happens, you would ideally like to know right away if the message delivery failed or was delayed.  And, often you do.  If there is something really wrong, you might get a bounce message indicating that the message was rejected or that delivery permanently failed.  However, a bounce message is never guaranteed, as the bounce itself may have been lost due to mail filters or other obstacles. Also, if your message is sitting in a mail queue somewhere trying unsuccessfully to get through, a bounce message may not get created immediately or even at all.

So how do we reliably determine the disposition of a sent message?

Automated Email Delivery Status Alerts

LuxSci has a feature for keeping you on top of your mail delivery status.

In your LuxSci account under “Email > My Email Tools > Outbound Email > Delivery Status Digests“, you can enable these alerts:

  • Specify the frequency of updates (down to every 15 minutes)
  • Specify a comma-delimited list of up to 10 addresses to send these alerts

Then, an emailed list of delivery status updates will be sent to those addresses at the indicated frequency (only if there are updates, of course).  This will tell you:

  • Which messages were successfully delivered to the recipients’ servers
  • Which are still queued being retried and why
  • Which have permanently failed and why

So, you can be informed in minutes of sending if the message went though or not and later be informed when it does eventually go though or ultimately fails.  You can fix problems and get your correspondence delivered in a timely manner without having to ask the recipient if he/she got the message or wait for them to complain that it didn’t arrive.  You can be proactive and even alert them of their own mail system problems.

The caveat (because there is always one) is this: once the message is delivered to the recipient’s server, it’s impossible to track it any further until the recipient tries to open it.  The message could still be lost on the recipient’s side (e.g. in filters, mail system problems, human error, etc.), but there is no way to know this without actually asking the recipient.

However, the majority of missing messages are ones that cannot be delivered at all to the server — and these delivery status reports keep you abreast of these issues in a way not offered by most other email providers.  Email delivery reports are available in all LuxSci accounts where hosted email uses SMTP message delivery, eg. standard email, HighVolume, transactional notifications generated by web applications that use High Volume email.

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