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Email Management

This guide covers how to view email logs, understand automated email behaviour, and manage email preferences for contractor companies.

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Email Overview

RapidCert sends automated emails across five categories: authentication, invitations, evaluations, insurance, and payments. The system also sends scheduled expiry reminders for insurance and evaluation renewals. As an admin, you can view delivery history for all emails and control whether reminder emails are sent to specific companies.

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Email Types

RapidCert sends 22 distinct email types across the following categories:

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Email Logs

Email logs are viewed per company or per viewer. Open the company profile and go to the Emails tab to see a log of all emails sent for that company. For viewer email history, navigate to Clients, select the client, go to the Access tab, and click View Emails next to the viewer you want to inspect.

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Filtering

Filter the log by:

• Email Type — narrow to a specific template (for viewer email history, only auth_code and viewer_invitation types are shown)
• Status — show only bounced or failed messages

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Sorting

Sort results by:

• Date sent (newest or oldest)
• Email type
• Delivery status
• Recipient
• Subject (company email logs only)
• Source (company email logs only)

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Delivery Statuses

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Bounce Types

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Viewer Email History

Administrators and assessors can view email delivery history for individual viewers. This shows authentication codes and invitation emails sent to the viewer’s email address.

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Accessing viewer email history

To view a viewer’s email history:

1. Navigate to Clients in the sidebar
2. Select the client the viewer is assigned to
3. Go to the Access tab
4. Find the viewer in the list and click View Emails

The email history modal displays all emails sent to that viewer within the last 12 months, including:

• Authentication codes (auth_code) sent when the viewer requested a login code
• Viewer invitations (viewer_invitation) sent when the viewer was added to the client

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What the history shows

Each email log entry displays: The Login completed field helps you verify whether a viewer successfully authenticated after receiving a login code. If a viewer reports not receiving their code, check the email history to see if the email was delivered and whether they completed the login.

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Filtering and sorting

Filter viewer email history by:

• Email type — show only authentication codes or invitations
• Status — show only bounced or failed messages

Sort results by:

• Date sent (newest or oldest)
• Email type
• Delivery status
• Recipient email

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History retention

Viewer email history is limited to the last 12 months. Older logs are not displayed in the viewer email history modal but remain in the system for audit purposes.

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Expiry Reminders

RapidCert sends automated reminder emails on a schedule when insurance policies or evaluations are approaching or past their expiry date. These reminders run daily and are collated per company — a single email lists all expiring items rather than sending one email per item. Reminders go to the company’s primary contact, with active company users copied in.

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Insurance Reminders

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Evaluation Reminders

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Notification settings per company

You can control notification settings for individual companies. This determines which automated emails a company and its users receive. To manage these settings, open the company page and click Notification Settings in the top-right corner. This opens a modal with three sections:

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User email preferences

Each user associated with the company is listed with their name and email address. Per user, you can toggle: Disabling a user’s toggles suppresses emails to that individual only. Other users in the same company are unaffected.

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Company email preferences

The company’s primary contact email is shown with its own pair of toggles: Disabling the company-level toggles suppresses emails to the company email only — individual user emails continue to be sent according to their own preferences above. The evaluation_submission_confirmation email also respects these settings. If the company transactional toggle is disabled, submission confirmations to the company contact are suppressed.

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Certifications & insurance expiry emails

Each certification is listed with its name, expiry date, and a toggle to control expiry reminder emails for that specific certification. Click the expand arrow on a certification to see its linked insurance policies. Insurance policies linked to a certification display Controlled by certification and do not have their own toggle. The certification toggle controls expiry reminder emails for both the certification and all of its linked insurance policies. Disabling a certification’s toggle suppresses reminders for that certification and its insurance policies together. This gives you granular control — you can disable reminders for a specific certification that is intentionally being allowed to expire, while keeping reminders active for all other certifications.

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Saving changes

After adjusting toggles, click Save Changes at the bottom of the modal. Click Cancel to discard changes.

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Multi-client companies

Some companies are associated with multiple customers. For these companies, notification toggles are disabled at the individual company level and are instead editable by the contractor/supplier. This prevents conflicting notification settings across different customer relationships. If you need to adjust notification settings for a multi-customer company, ask the contractor/supplier to update their own notification preferences.

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Contractor email issues dashboard

The dashboard includes a dedicated view for monitoring email delivery issues across all contractors. Navigate to Dashboard and select the Contractor Email Issues tab to see all current delivery problems. This view shows email delivery issues within the dashboard’s lookback window. Each issue is linked to a specific company and recipient, making it easy to identify and resolve address problems.

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What the dashboard shows

At the top of the panel you’ll see summary counts:

• Unique recipients — the number of distinct contractor/supplier recipients affected by delivery issues
• Blocked recipients — recipients with blocked email issues
• Undelivered recipients — recipients with undelivered email issues
• Repeated recipients — recipients with multiple delivery failures grouped together
• Hidden issue logs — the number of individual delivery failure logs hidden by deduplication

The dashboard groups multiple delivery failures for the same tenant and recipient into a single row. If a recipient has experienced multiple delivery failures, the row shows the latest issue and displays a count of how many issue logs are grouped together. Each row displays the following details: If a recipient has multiple delivery failures, the row shows “X issue logs grouped” beneath the recipient email.

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Viewing full issue history

Click View logs on any row to open a modal showing the complete delivery failure history for that tenant and recipient. The modal displays all logged failures (both open and closed) in chronological order, including:

• Issue type and status
• Bounce type and reason
• Error messages
• Email type affected
• Occurred date and time
• Lifecycle state and resolution reason (if closed)

Each log entry in the modal also links to the company’s full email history so you can investigate further.

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Issue types

Issues with a deferred status (delivery delayed, retrying automatically) may also appear in the dashboard if they have not yet resolved.

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Issue lifecycle

Issues have two lifecycle states:

• Open — no successful delivery has occurred for the same company and recipient since the issue was detected. These issues require your attention.
• Closed — a later email to the same company and recipient was delivered successfully, indicating the problem has resolved on its own. The closed reason will show as “delivered after failure”.

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Default view

When you first open the dashboard, it defaults to showing open issues sorted by most recent first. This ensures the most urgent, unresolved problems are visible immediately. The dashboard deduplicates repeated delivery failures into one row per unique recipient. This makes it easier to identify which contractors/suppliers are affected without scrolling through multiple logs for the same email address.

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Filtering and sorting

Filter the issues dashboard by:

• Lifecycle — show only open or closed issues (defaults to open)
• Issue type — undelivered or blocked
• Client — narrow to a specific client group (this uses the global client selector in the app header, not a filter within the tab)
• Date range — restrict to a specific time window using the “from” and “to” date pickers
• Search — find a specific company, recipient email, or error detail

Sort results by:

• Date occurred (newest or oldest)
• Company name
• Recipient email
• Issue type
• Lifecycle state

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When an issue leaves the dashboard

By default, the dashboard shows open issues from the last 180 days. An email address (or specific issue) will stop appearing in the default view in any of the following situations:

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Resolving issues

The dashboard is a monitoring tool — issues are resolved automatically when a subsequent email to the same company and recipient delivers successfully. You do not need to manually close issues. If an issue remains open, it means the underlying problem persists. Common actions to resolve open issues:

1. Check the recipient’s email address — click Open Emails on the row to view the company’s full email history, then verify the email address is correct. Update it if needed.
2. Review the bounce reason — click View logs to see the full failure history. Hard bounces (invalid address, domain does not exist) require an address update. Soft bounces (mailbox full, server unavailable) may resolve on their own.
3. Contact the recipient — for blocked emails, ask the recipient to whitelist RapidCert’s sending domain.

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What happens when an email address is corrected

The auto-close logic matches the exact email address that failed against later successful deliveries. This has an important consequence when you fix a contractor’s address:

• Same address resends successfully (e.g. soft bounce that later clears, or recipient unblocks the sender) — the open issue automatically moves to Closed with reason “delivered after failure”.
• Address is changed to a new one (e.g. old@example.com was a typo and is corrected to new@example.com) — successful delivery to new@example.com does not close the issue against old@example.com. The bad address remains in the Open list because, from the dashboard’s perspective, no email has ever been delivered to that exact address since it failed.

In other words, fixing a typo or migrating to a different address resolves the underlying problem for the contractor, but the original failed address will continue to appear as an open issue until it ages out of the 180-day lookback window.

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Delivery tracking

RapidCert uses SendGrid to deliver emails. Delivery status is updated automatically via webhook as SendGrid receives confirmation from recipient mail servers. You do not need to manually check delivery — the log reflects the current status in near real time. If you see a high rate of bounced or failed messages for a company, check that their contact email address is current and that their mail server is accepting messages from RapidCert’s sending domain.

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Next Steps