> ## Documentation Index
> Fetch the complete documentation index at: https://docs.omnilinker.pl/llms.txt
> Use this file to discover all available pages before exploring further.

# What happens to an e-mail you send

> How Omnilinker sends customer e-mails, where replies go, and what Sent, Delivered, Failed and Unknown mean.

Every e-mail to a customer (a delay notice, "ready for pickup", a reply) leaves from your verified
[sender](https://docs.omnilinker.pl/customer-service/sender-domains) and shows its delivery state on the message, in
[Sent messages](https://docs.omnilinker.pl/customer-service/sent-messages). Nothing is sent from a sender
that isn't **Verified**.

## Where replies go

Omnilinker sends e-mails but doesn't receive them yet. A customer's reply goes to your shop's own mailbox: the
**Replies go to** address of the sender you sent from, or the sender address itself when you left it empty. It does not
arrive in Customer service, so answer it from your usual mail program. **Message buyer** and the Automatic messages page say
the same: "Replies go to …" and "Replies to an e-mail go to the sender's reply address".

A reply to a text message isn't received at all. Omnilinker reads an SMS reply only to find out whether it is a STOP; see
[Text messages (SMS)](https://docs.omnilinker.pl/customer-service/sms-senders#stop-replies).

Each message you send is recorded in a conversation about the order, and **What happens** in the drawer says which: "This
continues conversation CS-2051." or "A new conversation opens." For a buyer who is a contact, a second message about the
same order continues the open conversation. For a buyer who is not a contact, it continues the conversation only when it goes
to the same address or number; a changed address, the other channel or another order opens a new one.

## Delivery states

| State | What it means |
| - | - |
| **Queued** | Waiting to leave. If the e-mail service couldn't be reached, Omnilinker tries again by itself after 2 minutes and after 10 more. |
| **Sent** | The e-mail service accepted the message. |
| **Delivered** | The customer's mail server took the message. |
| **Failed** | The message didn't reach the customer: the address doesn't exist (a bounce), the customer marked it as spam, the sender isn't verified, or the e-mail service refused it. The reason is shown on the message. |
| **Unknown** | Omnilinker can't tell whether the message left. See below. |

An address that bounced, whose owner marked your message as spam, or who used the unsubscribe link of a thank-you or a
review request, goes on the suppression list: later messages to it are **Skipped** instead of sent. You can allow messages
again from the contact; see [Allow messages again](https://docs.omnilinker.pl/customer-service/consent-and-opting-out#allow-messages-again).

## What Unknown means

**Unknown** means the e-mail service didn't answer in time, so the message **may have been sent**. Omnilinker never
sends it again by itself, because the customer would then get it twice.

Usually the e-mail service confirms the message within minutes, and the state changes to **Sent** or **Delivered** on its
own. If it stays **Unknown**:

1. Check whether the customer got it (ask them, or look in your mailbox for their reply).
2. Only if it didn't arrive, use **Send again**. Omnilinker asks you to confirm and records who sent it again and why.


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.