Use the Email Manager to manage email messages that have been sent and deleted and to resend message as needed. Check the outbox regularly for messages that are waiting to be sent or that failed to send; missed communication with clients can result in missed appointments or follow-up.
See FAQs: Email for answers to common questions.
- Click your name in the menu bar. Then click Administration.
- Under General, click Email Manager.
- Click the Outbox tab to view emails waiting to be sent and emails that could not be sent.
- Click a client's name to access the client record and update the email address.
- Click Save Changes.
- Return to the Email Manager tab.
- Select the check box next to each email or select the check box in the header to select all emails.
- Click Send to send the email now. If successful, it will move to the Sentbox tab.
- Click the Sentbox tab to view which emails have been sent, including undeliverable emails.
Note: If an email could not be sent, it remains in the Outbox and you can review its status there. - Select the check box next to an email or select the check box in the header to select all emails.
- Click To Outbox to resend an email.
- Click the Deleted tab to view any emails that were deleted from the Outbox or Sentbox tabs.
Deliver messages
From the Email Manager Outbox and Sentbox, you can identify emails that have not been sent to the recipient by a red error message displayed above the Created By or Sent dates.
Error messages may be tagged as "soft bounce" or "hard bounce", which can help you decide how to resolve the error. For example, contact the intended recipient to obtain a new /valid email address; if a client, update the client record in Neo.
A soft bounce is a temporary email delivery issue, which may be resolved after Neo automatically retries sending the email for you. Some common causes of a soft bounce includes:
- Recipient's email inbox is full.
- Recipient's email provider is experiencing issues.
- Email sent is too large.
- Blocked content (including links) within the email.
A hard bounce is a permanent email delivery failure. Once the cause is identified and resolved, you can send a new email to the recipient. Some common causes of a hard bounce include:
- Incorrect, invalid, or non-existent email address.
- Recipient or their email server has permanently blocked emails from Neo or your practice.
Here are some of the messages you might see on the Sentbox and Outbox tabs.
| Outbox | Sentbox |
| Invalid Email Address or Content | Invalid Recipient |
| Undeliverable Email Address | Mailbox Full |
| Patient Deceased | Too Large |
| Timeout | |
| No Recipient | |
| Mail Block | |
| Spam Block | |
| Spam Content | |
| Prohibited Attachment | |
| Auto-Reply |