Email Sent Logs

Every email your phone system sends, from voicemail-to-email notifications to alerts and reports, is recorded in the email sent logs. Use these logs to confirm that messages are reaching their recipients and to pinpoint the cause when one does not.

Note

Reach for these logs whenever someone reports a missing email (for example, a user who never received a voicemail notification). The log tells you whether Cloud Voice actually sent the message and, if it failed, why.

What the logs track

Each entry records the outcome of an outgoing email along with the details needed to investigate a problem: which template produced it, who it was addressed to, when it was generated, and whether it succeeded or failed. When a message fails to arrive, the log captures the delivery error so you can resolve the issue without guesswork.

To keep the log from growing without limit, Cloud Voice retains up to 50,000 entries by default. Once that ceiling is reached, each new log overwrites the oldest one. You can raise or lower this limit, or set a maximum age for retained logs, from the Auto Cleanup Settings.

Caution

The 50,000-entry limit is a rolling window: once it is full, the oldest logs are permanently overwritten as new ones arrive. If you are troubleshooting an intermittent problem on a busy system, review or capture the relevant logs promptly, because older entries may be gone by the time you return.

Search the logs

The logs live in the PBX (Private Branch Exchange, your hosted phone system) web portal.

1. Sign in to the PBX web portal and open System > Email > Email Sent Logs.
2. Narrow the results using any combination of the following filters:
   • Send Result: Show every log, or limit the list to a specific delivery outcome (for example, only failed messages).
   • Email Template Name: Show only logs generated from a particular email template.
   • Generated Time: Restrict the list to a date and time range.
   • Email Recipient: Find logs by the address a message was sent to.

Once the list is filtered, point to the Failed label next to any unsuccessful entry to read the error message that explains why delivery did not complete.

Tip

Start with the Send Result filter set to failed messages to surface delivery problems fast, then add the Email Recipient or Generated Time filter to zero in on a specific report. The error text revealed by hovering over Failed (such as an authentication or connection error) is usually the quickest clue to the root cause.