• Overview
• Prerequisites
• How Does Email History Work?
• Related Products or Features
• Frequently Asked Questions

Overview

The Email History page provides a centralized, searchable log of all emails sent through your CRM. This report enables teams to review sent messages, monitor delivery status (such as sent, queued, or failed), and audit communications with leads, merchants, support contacts, and internal users.

With flexible filtering options—including date range, status, and user group—Email History supports compliance reviews, improves visibility into team communications, and helps identify issues within your email workflows.

Prerequisites

• You must have either the Email History – All or Email History – Group user class permission enabled. 
  All grants access to all emails, while Group limits access to emails sent by the user’s assigned group(s).

  
• Your organization must be sending emails through Merchant Central (for example, Quick Email, workflow emails, or automated notifications).
• User groups must be configured in the CRM to enable group-based filtering.

ℹ️ Emails sent from the CRM are automatically tagged with the sender’s primary group. You can view the assigned group in the email details popup on the Email History page.

How Does Email History Work?

To access Email History, navigate to Manage → Email & SMS → Email History.

The Email History report displays all emails sent through your CRM in a flexible table. From here, you can sort, search, and export results. Click any email row to preview the message details.

Use the filters at the top of the page to narrow results by date range and/or user group.

Use the table header options to:

• Adjust the number of entries displayed per page
• Export the full report or filtered results to Excel or CSV
• Filter emails by status (for example, Sent, Queued, Failed, or Scheduled)
• Search the Subject, To, and From fields for keywords (or select All to search across all three)

Related Products or Features

• Email Templates — Standardize email content across teams. More info: Email Templates
• Visitor Tracking & Email Metrics — Monitor email opens and engagement beyond delivery status. More info: Email Metrics, Tracking Site Visitors
• Groups & Access Controls — Define team structures that support access restrictions and filtering. More info: Using Groups to Segment Access to Leads, Merchants, and More 

Frequently Asked Questions

• What does “Failed” mean in the status column? A Failed status indicates that the CRM attempted to send the email, but the mail server returned an error—such as an invalid address, a full mailbox, or server rejection.
• Can I see emails sent from connected inboxes outside the CRM? No. Only emails sent through the CRM’s email engine are recorded in Email History.
• Why don’t I see the group filter? If your user class has the Email History – Group permission and you belong to only one group, the Group filter is hidden.
• Can I filter emails based on engagement (opens or clicks)? Email History tracks delivery status only. For engagement reporting, see Email Metrics.