The Message Queue is a SmartSimple feature that displays a running record of the system-generated emails your instance sends, such as those triggered by workflows and password activations. It lets administrators confirm that emails were sent correctly, keeps accurate delivery records, and removes messages that were sent in error before they reach recipients. Each message moves through the Message Queue as the system processes it, and the Message Queue retains system-generated emails sent within the past year, so administrators can review delivery activity over time.
Who: Global administrators and system administrators
When to Use the Message Queue
Use Message Queue when:
- Confirming that an important system-generated email, such as an award or decline notification, was sent successfully.
- Investigating a recipient complaint about a missing email by checking whether it reached the recipient's mail server.
- Stopping a message that was triggered in error before it leaves the Message Queue and reaches the recipient.
- Maintaining a record of sent emails for IT or auditing purposes.
- Identifying delivery failures caused by incorrect or invalid email addresses.
How the Message Queue Works
The Message Queue organizes system-generated emails into tabs, each representing a stage in the delivery process. The tab options appear at the top of the page, just below the Message Queue title, and determine which messages are displayed.
- In Queue - A message in the Message Queue has left the SmartSimple server but has not yet reached the recipient's inbox. This stage typically lasts about five minutes. A message in the Message Queue can be deleted to prevent it from reaching the recipient, for example when a notification is triggered in error.
- Sent - A message marked as Sent has reached the recipient's mail server. Sent messages cannot be edited and can be deleted only by global administrators. The Sent tab is useful for investigating reports of non-received emails, because it confirms that an email left the system. Reaching the server does not guarantee that the email reached an inbox; recipients should be advised to check their spam folder or incoming mail settings.
- Failed - The Failed tab displays system-generated emails that were not successfully transmitted to another server. Failures are commonly caused by incorrectly entered or non-existent email addresses.
- Archived - The Archived tab contains emails that were sent more than one year before the current date.
Recommendations for Maintaining the Message Queue
The following recommendations help keep the Message Queue accurate and manageable over time.
- Review the Message Queue regularly. It is recommended to review the Message Queue at least once every six months to a year. Regular review confirms that the system sends emails as expected and helps maintain records of email activity that IT or auditing teams may request.
- Set an Emails Queue Limit. The Emails Queue Limit, available in Global Settings on the Communications tab, holds emails once the volume sent exceeds a set threshold. This limit prevents a large volume of emails from being sent inadvertently and gives administrators time to review outgoing messages before they are released.
Resources
For more information about the Message Queue, see: