Pending emails in CRM?

This article explains how to manage any pending email from CRM

Pending send

The default behaviour of the CRM is to send emails from the users account. If this is done a Pending Send email will be created and the email won't be received by the recipient. The Pending Send will not send, the below steps will show you how to manage your Pending Sends.

Finding Pending Sends

To view your pending sends:

1. Go to Dashboard
2. Select the dashboard called "My Emails"
   
   

Dashboard views

My Pending Emails - This view will list all your pending emails which have not been moved to the Spam queue.
My Draft Emails - This view will list all your draft emails which have not been moved to the Spam queue
SPAM - My items - This view will list all your emails which have been moved to the Spam queue. This queue is emptied once a week.

Managing Pending Sends

If you discover you have Pending Send email/s you should view the content and decide whether the email needs to be sent again or whether it is OK for the email to be deleted from the system.

If the email needs to be resent, follow these steps:

• Open the email from the My Pending Email view by clicking on the email
• Select Forward from the top menu
  

To ensure your emails send correctly in CRM, you'll need to resend them from a queue

Steps to follow if you need to send a Pending Email -

1. From: Change to a valid queue
2. To: Add contact/s
3. CC: Add contact/s
4. Subject: Remove FW (not required but nice to do)
   If your email needs to be sent to an email address other than Email 1 you will need to put the appropriate code in the subject heading. Details can be found in the article Email Coding.
5. Update the body of the email (not required)
6. Select Save
   Selecting Save before sending gives you a final opportunity to check your email content and From field before sending.
7. When happy, select Send

Once this has been done you will need to follow the steps to remove the pending send.

Remove Pending Sends 

To remove the pending mail, you'll need to reroute those messages into the SPAM queue. This is cleared each week by the CRM team. 

Before routing to the SPAM queue, please ensure that you've re-sent the messages correctly from a queue, to prevent losing any important information.

1. Navigate to the My Emails dashboard
2. Select the pending emails you need removed
3. Select the vertical ellipsis (three dots) in the top-right of the view
4. Select Add to Queue
   
   
   
5. In the Add to Queue pop box type SPAM and select the queue.
   
   
   
6. Select Add

The item will be moved from the view. To confirm you have moved it to the Spam queue, in the view titled SPAM - My items

1. Select the vertical ellipsis
2. Select refresh
   

Items moved from the Pending Send and the Draft Email views will be seen here.