The SingleOps report catalogue includes 2 Customer Communication reports that provide data on all communications sent out of SingleOps by date & status. These reports include the Email Report & the Text Report.
In this article:
Find Email & Text Reports
To open your Customer Communication reports:
Navigate to:
Reports > Report Catalog > Customer Communication and select either the Email Report or the Text Report.
Filter the report by date or status to narrow your results.
Export the report to CSV if you want to review or summarize failed messages (for example, all Bounced or Dropped emails) outside of SingleOps.
Statuses & Their Descriptions
Below is a list with descriptions of each status and what to do next:
Status | What it means | What to do |
Dropped | Email was not delivered. An email may be dropped to protect your sender reputation — if the address has bounced, marked previous emails as SPAM, unsubscribed, or didn't exist at the time of the send. | Confirm the address is spelled correctly. If it's valid and the customer has approved resending, contact support@singleops.com to clear it from the Rejection Blacklist.
|
Delivered | Email was successfully accepted by the receiving server. | No action needed. If the customer didn't see it, have them check their SPAM or other folders and mark it safe. |
Opened | The recipient opened the email, and it was tracked. | No action needed — this confirms the email reached and was viewed. |
Bounced | The message was returned to our server. Too many bounced attempts can result in the email being "dropped." | Check the address for typos and re-send. If it keeps bouncing, contact support@singleops.com. |
Clicked | The recipient opened the email and clicked a provided link — for example, a proposal or invoice link. | No action needed — this confirms engagement. |
Deferral | The recipient's server temporarily refused delivery, often because too many emails were sent to that domain in a short period. | Usually resolves on its own as the system retries. If it never delivers, re-send later or verify the address. |
Blank | The recipient's mail server didn't report a status back to SingleOps, so none is shown. | No action needed in most cases. If the customer didn't receive it, confirm the address and have them check their SPAM folder. |
Prevent Emails From Going to the Recipient's SPAM Folder
Every recipient server is different & may apply different spam filtering criteria for the messages being received. In most cases, recipient servers do not provide any information about SPAM filtering to the sender of an email that was filtered. It would give too much information to spammers who would use that data to get around SPAM filters.
SPAM filters are constantly changing to adapt to new techniques & types of spam messages, so what lands in the Inbox today could be SPAM filtered tomorrow.
Most of the major email providers, including Yahoo!, AOL, Hotmail, & Gmail, use engagement-based filtering to help detect SPAM. This means that the more your recipients interact with your emails by opening, clicking, & reading, the more highly engaged your audience is, & the more likely you'll end up in their inboxes. If a lot of users are marking a message as SPAM, it's more likely to end up in other people's SPAM folders. If you've moved emails out of the SPAM folder, that's a positive indicator & can help ensure future emails that are similar are delivered to the Inbox instead.
Tips
Ask recipients to mark your emails as "safe" & add the email send address to their contact list.
If onsite with a customer sending a proposal, it is best practice to collect signature (if able) & then email the proposal in addition. Ask the customer to check their email to ensure they've received your message. If not, go ahead & have them check their SPAM folder & mark it safe. This will ensure all future messages go to this client & help with engagement for customers with the same email provider.
Be sure employees are not marking any emails as SPAM. It is very common that an employee will mark an email as SPAM if they do not want to receive that type of email any longer, without realizing the detriment to your email deliverability.
Do not use SingleOps for marketing. Marketing emails are emails that are not directly associated with a Client's Job(s). Please use an email marketing tool like MailChimp or Constant Contact to send marketing emails. You can export your Client & Contact list from SingleOps to get a list of emails for these services.
When a recipient reports spam or unsubscribes
A recipient address is added to the SingleOps Rejection Blacklist when any of the following occur:
The email address continuously bounces after a few attempts.
The recipient registers a spam complaint for an email sent to that address.
The recipient unsubscribes from an email sent to that address.
⚠️ Once an address is suppressed, future emails to it are automatically blocked to protect your sender reputation. In some cases you may see a notification indicating the send was blocked without a specific reason.
Manage Blacklisted Emails
Recipient email addresses are added to the SingleOps Rejection Blacklist when one of the following events occur:
The recipient address continuously bounces
The recipient address registers a SPAM complaint for an email sent to that address
The recipient address registers an unsubscribe for an email sent to that address
The recipient address is manually added to the Rejection Blacklist
Follow this link to the How to Whitelist an Email Address article for more information and directions Whitelist an Email Address
Please contact support@singleops.com to remove an email address from the Rejection Blacklist. If the customer has approved the resending of the message, our Support team can clear the address. If they mark SPAM for a second time, we are unable to remove them again without risking your deliverability to other addresses.