The Status column on Communication Logs shows how far a communication you sent from Send Communication has gone through TeamSideline's sending process: Pending (waiting, or scheduled for later), Processing (being prepared), Processed (prepared, with each recipient's email queued to go out), Error, Canceled or Paused. Whether each person received it is shown separately, in the Sent column of the communication's details.
Applies to: Org admins with access to Communication Logs · All plans (Opened and Clicked dates: Enhanced, Elite and Enterprise) · Emails and texts sent from Communications > Send Communication
Where: Communications > Communication Logs
What each status means
| Status | What it means | What you can do |
|---|---|---|
| Pending | The communication is waiting for TeamSideline's email processor, which picks up waiting sends in order. When many sends are waiting, this can take several minutes. | Wait, then click Update to refresh the list. |
| Pending/Holding Until (date and time) | You scheduled it with Delay Sending Until, so it waits until that time. | Click Edit (pencil) to change the time, subject or message, or Cancel Communication (red X) to stop it. |
| Processing | The processor is building the recipient list and preparing each email and text. | Wait. A send that stays in Processing for three hours is restarted automatically. |
| Processed | Preparation is finished. An email is queued for each recipient, and the emails go out in batches, so a large send can take a while to reach everyone. | Click the subject to see each recipient and when their email was delivered. |
| Error | TeamSideline couldn't prepare the communication, so it wasn't sent. | Send it again from Send Communication. If it happens again, contact TeamSideline Support. |
| Canceled | A scheduled send was canceled before its time, so nothing was sent. | Click the subject to see the message. To send it after all, send it again. |
| Paused | TeamSideline Support paused it before it went out. | Contact TeamSideline Support. It stays paused until Support resumes or removes it. |
| Sent | TeamSideline doesn't give this status to new communications. | Click the subject and check each recipient's Sent time instead. |
Open a communication's details
- Go to Communications > Communication Logs.
- Set the Date Range (the last 30 days are shown at first) and, if you like, part of the Subject. Click Update.
- Click the communication's subject. The subject is a link only when the status is Processed or Canceled.
What you'll see: the communication's Date/Time, Status, Distribution To (the lists it went to), Subject and Message, then an Email Recipients table with one row per address. If it also went out as a text, a Text Message Recipients table lists each phone number with Sent, Delivered and Status.
Processed isn't the same as delivered
- Processed describes the whole communication. For one person, find their row in Email Recipients: Sent shows when their email provider accepted the email. A blank Sent means it hasn't been delivered yet, the receiving server delayed or bounced it, or a filter stopped it (see the Filter Type column).
- If the details say "No email recipients.", the lists you chose had nobody to email when the communication was processed. Check the lists and send it again.
- Opened and Clicked dates appear on the Enhanced, Elite and Enterprise plans.
- When an email bounces (other than an automatic reply), TeamSideline adds a Bad filter to that address. When a recipient marks your email as spam, the address gets a Marked As Spam filter. Later communications skip filtered addresses until the filter is removed.
If it doesn't work
- The communication isn't in the list. Widen the Date Range, clear the Subject box and click Update. Communication Logs lists what was sent from Send Communication; automatic emails are on the System Log tab and team site emails on the Team Site Log tab. A message that's in neither Communication Logs nor Communications > Communication Templates was never sent or saved.
- "Invalid date range." The start date is after the end date, or one of them is empty.
- The subject isn't a link. The status isn't Processed or Canceled yet. Check back after it's processed.
- "The communication cannot be updated, since it is currently being processed." A scheduled send's time has passed, so it can no longer be edited or canceled.
- It has been Pending for a long time and wasn't scheduled. Contact TeamSideline Support with the communication's date and subject.
Good to know
- A communication can't be recalled once it's Processing or Processed. Only a scheduled send that's still Pending can be edited or canceled. To correct a mistake, send a follow-up.
- Canceling a scheduled send is recorded in Administration > Manage Users > Activity Log (Enhanced, Elite and Enterprise).
- To send the same message again, copy it from the details page into a new communication. See How do I forward an email that has already been sent out?