Email monitor — "the patient didn't get the email" (admins)
Every clinic hears it weekly. The Email Monitor (Administration area) ends the guessing: it lists every email the system sent — confirmations, reminders, consent links, invoices, login codes — with its delivery fate.
Investigating a missing email
- Open Email Monitor.
- Search the patient's email address.
- Read the status:
| Status | Meaning | What you do |
|---|---|---|
| Delivered | It arrived | It's in their spam/promotions folder — tell them to look there |
| Bounced | The address rejected it (usually a typo, or a dead mailbox) | Fix the address on the patient record, resend |
| Suppressed | The address bounced before, so the system now skips it to protect your clinic's sending reputation | Fix the address, then future sends resume |
| No email listed at all | It was never triggered | Check the action happened (was the appointment actually saved? are reminders enabled?) |
Why suppression is a feature, not a bug
Repeatedly emailing dead addresses gets a sender flagged as spam — which then hurts delivery to everyone, including your valid patients. Auto-suppressing bad addresses is what keeps your confirmations landing in inboxes. The fix is always the same: correct the address on the record.
Common questions
Patient insists the address is right, but it bounces.
Have them spell it out loud — o/0, missing dots, .con — the classics. If truly valid and still bouncing, their mail provider may be rejecting; try an alternative address.
Can I see exactly what an email said? The monitor shows recipient, type, and status. What emails contain follows their template — see Email & SMS.