Overview

The Message QueueAn area to review the content and sent status of emails output by your Infigo system. (System > Message Queue) lists the emails your storefront sends: order confirmations, payment receipts, shipping updates and every other email created from your email message templates. Each one is added to the queue first and sent from there, so the Message Queue shows exactly what went out, to whom and when, and which emails have not gone out yet. When a customer says an email never arrived, this is the place to start.

Interactive walkthrough

Step-by-step

1. Open System > Message Queue
   1. In the admin area, click System in the left-hand menu.
   2. Click Message Queue.

   The Message Queue page opens. At the top are a Search by email address... box with a Search button, an Actions menu on the right and a closed Advanced search panel. The list of emails is below them. If Message Queue is missing from your System menu, your admin login doesn't have access to it: ask Infigo Customer Support.

   System > Message Queue

   

2. Read the list

   When the page opens, the list shows every email queued in the last month, sent and not sent, newest first. Each row has:

   • Template: the email message template that created the email. A dash (-) means no template is shown for the email.
   • Subject and To Address.
   • Queued On: when the email was added to the queue.
   • Sent On: when it was sent, or Not sent yet.
   • Comments: if sending failed, the reason (for example Setup problem. Cannot send email. Check logs.). A dash (-) means there was no error: an email that shows Not sent yet with a dash here is usually still waiting to be sent.
   • Actions: Edit Template and Edit (steps 5-8).

   Sent On is the moment your storefront handed the email to the email server. It shows the email left your storefront, not that it reached the inbox. Use the per page list under the table to show up to 50 emails per page.

   Sent On: date sent, or Not sent yet. Comments: why it failed

   

3. Search by the recipient's email address
   1. Click the Search by email address... box.
   2. Type the recipient's email address, or part of it (for example the part before the @).
   3. Click Search.

   The list now shows only emails whose To Address contains what you typed. This box searches the To address only: typing a subject or an order number here finds nothing. To search by subject, use Advanced search (step 4). To see every email again, empty the box and click Search.

   Searches the To address only

   

4. Narrow the list with Advanced search
   1. Click Advanced search to open the panel.
   2. Set any of these:
      • Queue on from: and Queue on to: the date range. Queue on from: starts at one month ago, so older emails are hidden until you choose an earlier date.
      • Subject: finds emails whose subject contains the words you type.
      • Sent Status: All (the default), Sent or Not Sent.
      • Email message template: start typing a template name, for example Order, and click it in the list that appears. You can pick more than one.
   3. Click Search.

   To find failed emails, set Sent Status: to Not Sent and look at the Comments column. If an email you expect isn't listed, check the dates first.

   Dates (last month by default), Subject, Sent Status, Template

   

5. Click Edit on the email
   1. Find the email in the list.
   2. Click Edit at the end of its row.

   The Edit message queue item - number page opens. The number is the email's ID. Order notes give the same number when an order email is queued, for example "Shipped" email (to customer) has been queued. Queued email identifier: 12345.
   The other button, Edit Template, opens the email message template that created the email, in a new tab. Change the template when the same problem would appear in every future email of that kind. It is greyed out when the email has no template, or the template isn't available to your login.

   Edit opens the email

   

6. Check or change the email's details

   The top of the page shows the email exactly as it was queued. You can change these fields:

   • Message Priority (a number: when several emails are waiting, higher numbers are sent first)
   • From: and From name:
   • To: and To name:
   • Cc: and Bcc: (separate several addresses with a semicolon ;)
   • Subject:
   • Body: the email as it was sent, in a text editor. Placeholders are already filled in, so you see the real order number, customer name and links rather than the placeholder names.

   There is no Reply-To field on this page. To correct a wrong recipient, for example, click the To: box and type the right address.

   Change the To address, or any other editable field

   

7. Read the status fields

   Scroll down to the fields under Body::

   • Comments: why sending failed, if it did. The Overview tab explains each message.
   • Created on: when the email was added to the queue.
   • Sent attempts: how many times sending has been tried. Your storefront tries up to 3 times, then stops.
   • Sent on: when it was sent, or Not sent yet.
   • Send on: Immediate, or the date and time it is scheduled for.
   • Email account: the email account used to send it.

   Note the Comments text before you save: saving the email clears it.

   Comments: why it failed - note it before you save

   

8. Save your changes
   1. Scroll back to the top of the page.
   2. Click Save to save and go back to the list (it opens with its default filters again, so repeat your search if you need it), or Save and Continue Edit to save and stay on this page.

   Saving changes this email's record. It doesn't send anything: to send the corrected email, use Requeue (step 9). Always save before you requeue: Requeue sends the last saved version, so changes you haven't saved are not included. Don't click the red Delete button unless you want to remove the email from the Message Queue.

   Save first - Requeue sends the saved version

   

9. Click Requeue to send the email again
   1. Check the To:, Cc: and Bcc: addresses: Requeue sends a real email to all of them.
   2. Click Requeue at the top of the page.

   Requeue makes a new copy of the saved email and queues it for sending. The copy has the same priority, sender, recipients, subject, body and email account. It does not include attachments (for example a PDF attached to the original), and it starts with empty Comments. The original email stays in the list, unchanged. The copy is sent straight away, even if the original was scheduled for later, and requeuing an email that was already sent sends it a second time. On a storefront in test modeThe initial state of any new Storefront you create on your Platform., TEST MODE: is added to the copy's subject.

   Requeue = send a new copy

   

10. Check the new copy

    After you click Requeue, the page shows the new copy, not the original. You see the message The queued email has been requeued successfully., a new number in the page title, Created on: set to now, Sent attempts: 0 and Sent on: Not sent yet. You don't need to do anything else: the copy is sent automatically.

    The new copy opens, with a new number

    

11. Find the copy in the list
    1. Click (back to message queue) under the page title, or open System > Message Queue again.
    2. The copy is at the top of the list, with today's Queued On date. The original is further down.
    3. Refresh the page a little later to see whether it has been sent.

    Once the copy has been sent, Sent On shows the date and time. If Comments shows an error instead, see Email Template Problem Solvers.

    The copy, queued now

    

Video transcript

No lines in the transcript match your search.

Search terms