When an order is created, ISN works out which email events apply and queues them with a send time. The Sending Queue shows what is waiting to go out across your office. Each order also lists its own email events, where you can hold, send or delete them one by one.
Open the Sending Queue
In the main menu, select Email.
Select View Email Event Sending Queue.
You can also reach it from the Email Events page: the page header links to Sending Queue and Sent Log.
Using the Sending Queue
Each row shows when the email Will be sent and its status (Ready to send, On hold, Event disabled or Event removed), the Order, the Recipient and the Event.
Use the When control to show Today, Tomorrow or the Next 7 days. When you are looking at on-hold emails, Any time is also available.
Use the Status control to show All, On hold or Disabled (emails that belong to an event that is turned off). Each option shows a count.
Use the search box to find a queued email.
Actions on each row:
Hold: stop this email from sending for now. On an email that is already on hold, the same button is Resume.
Send now: send this email right away. ISN asks you to confirm with Send Now. If the email was on hold, it comes off hold and sends. A sent email cannot be taken back.
Delete: take this email out of the queue so it is never sent. ISN asks you to confirm.
Emails for an event that has been turned off or deleted are not sent.
Hold, send or delete an email on one order
To change the email events for a single order, for example to skip sending the report to the agent this one time:
Open the order.
Find the order's email events section. Each email shows who it goes to (To:), the Email Event and the Template, and when it will send.
Use the icons next to the email:
Put this event on hold: holds the email.
Send this email NOW!: sends it right away.
Send this event now (shown on an email that is on hold): takes it off hold and sends it.
Delete this event: removes the email from this order only.
Re-send this event now (shown on an email already sent): sends it again, for example after you fix a mistyped address.
The envelope icon shows whether a sent email was read, is unread, or bounced. Below the list, show disabled email events, remove email events (removes all of them from this order) and view sent email are also available.
When an order has several clients or agents, each person has their own row, so you can hold or delete the email for just one of them.
Why emails go on hold
ISN would rather not send an email than send one that no longer makes sense. For example, if an inspection is booked for this afternoon, a "24 hours before" reminder should not go out. In these cases ISN puts the email On hold instead of sending it:
The send time passed more than 12 hours ago. If an email hasn't gone out within 12 hours of its scheduled send time, it goes on hold. This is common when an order is booked at short notice: a reminder whose send time is already more than 12 hours in the past goes on hold. An email that is less than 12 hours late still sends.
The order was booked for a date in the past. Emails timed from the order is scheduled go on hold when the inspection date is earlier than the date the order was created.
When emails are on hold, owners see an Email Events On Hold notice with a link to the Sending Queue.
Release an on-hold email before it expires
On-hold emails don't wait forever. If an email is still on hold 24 hours after its scheduled send time, ISN removes it and it is not sent. Because an email goes on hold once it is 12 hours late, you usually have about 12 hours to release it.
To send it, select Resume or Send now in the Sending Queue, or use the order's icons. Once you release an email, it won't be put back on hold for being late.
When an order is canceled, its email events are stopped so nobody receives emails about an inspection that is no longer happening.
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If you have any questions about this information, please let us know! You can reach us by chat, email at help@inspectionsupport.com, or phone at (800) 700-8112.