The Message library is where you find every message your workspace sends: each campaign message and journey send step, and a log of every individual email and push notification that went out or was skipped. Go to Message library in the sidebar, under Send.
It has two tabs:
- Messages: what your campaigns and journeys send, one row per message, with its results.
- Sent messages: one row per person per message, from every source, newest first.
Everyone in the workspace can open it, viewers included.
Messages
Messages lists each campaign message and each send step in a journey. Each row shows the Subject (a push notification’s title), the Channel, where it’s Used in, the campaign’s or journey’s Status, and lifetime counts: Sent, Opened, Clicked, Bounced and Failed.
- Search subjects and where they are used finds a message by its subject or title, or by the campaign or journey name.
- Sent by narrows to Campaigns or Journeys.
- Channel narrows to Email or Push.
Choose a subject to open the campaign or journey it belongs to. Change the message there; the library doesn’t edit it.
Transactional messages your app sends aren’t listed here, since each one goes to one person. Find them under Sent messages, or on the Transactional page. Reusable designs live in Templates.
Sent messages
Sent messages is the workspace’s send log. Every campaign, journey, transactional send and push notification adds a row: When, Recipient, Source, Channel and Status. Messages skipped for consent, suppression or another reason are listed too, with the reason under the status.
Use it to answer questions such as “did Maya get her order confirmation?” or “why didn’t this contact get the spring newsletter?”.
Find a message
- Recipient: type a full email address to find messages sent to that address, or part of an address or name to match the contact.
- Status: for example Delivered, Bounced or Skipped. See Email statuses and Push statuses for what each means.
- Channel: Email or Push.
- Sent from and Sent to: a date range, in your own time zone. Sent to includes the whole of that day.
Choose Clear filters to start again. The status, channel and date filters stay in the page’s address, so you can share a filtered view with a teammate.
A message skipped before sending never had an address, so its row shows the contact’s address today, marked Current contact address.
Inspect a message
Choose Inspect message on a row. The message opens with:
- Its status and source: the outcome, the channel and the campaign or journey it came from, linked. A transactional send or a push notification sent from your app shows Transactional or Marketing instead.
- Why, when something went wrong: the reason it was skipped, failed or bounced, such as No consent for this channel or Rejected by the receiving server. A bounce also shows its type, such as The address doesn’t exist, and the receiving server’s own words under Server’s reply, such as
550 5.1.1 user unknown. Why a message was skipped lists every reason. - Sent to and Contact: the address it went to, and a link to the contact as they are now. Their address may have changed since.
- Template: for a message sent from a saved template, the template and which published version.
- What happened: a timeline of each step that took place, such as Created, Due, Accepted by the provider, Delivered, Opened and Clicked. A push notification shows Sent instead of the provider step, since phones send no delivery receipt. If a security scanner followed a link, the message says so; that isn’t counted as a click.
A message to a reserved test address shows Simulated: not handed to the provider.
See what was sent
For a transactional message, choose Show what was sent to see its subject, sender, preview text and body, or a push notification’s title and message. Merge tags show as written, not filled in, and remote images are blocked.
Campaign and journey messages don’t keep their own copy. To see their content, open the campaign or the journey from the message’s source.
If the content is gone, the message says Content not kept: it’s past the workspace’s retention period, or it was a password reset, a verification code, or sent without keeping content.
There’s no resend from the library. To send a message again, send a new campaign, or ask your developer to send the transactional message again.
How long messages are kept
Messages follow your plan’s history period, from 90 days on Free to two years on Growth. After that each message is anonymised: its Sent to reads Not recorded and searching by address won’t find it, but campaign and journey totals stay. What a transactional message said is kept for 30 days by default; admins and the owner can change that in Settings › Workspace › Data retention. See Data retention.