Communication shows a complete overview of all messages sent to the customer.
Here you will find emails, text messages, postal items and other communications, including shipping status, channel, date and any error messages.
This map helps you quickly check:
or an invoice or reminder has been sent,
whether the customer received or declined a message,
why a message was not sent,
and through which channel communication took place.
The communication history shows a list of all sent messages.
For each message you will see:
Subject
Title or related entity (e.g., “Invoice #202500123”)Type of communication
E-mail
SMS
Post
Manually
Electronic invoicing (Chorus Pro, Peppol, ...)
Category
What the message relates to (Invoice, Contract, Customer, etc.)Receiver
Email address, phone number, or postal address to which the message is addressed.Sent
Exact time and date when the message was sent.Status
With color code:Green: Successful / Skipped
Blue: Generating / Sending
Red: Failed / Rejected
Error / Error details
If the message failed, you will see the error message and additional information.
Filters
You can filter by:
Communication type: Email / SMS / Post
Subject Type: Invoices, Contracts, Customers
Date (between two dates)
Quick filters: All or Failed
Resend messages
Much communication is sent automatically (e.g. invoices, reminders, contract documents).
Some messages can be resent, for example in the event of an error.
How to resend a message?
Find the message in the Communications section
Click Resend
Confirm the action
Limits
Only Failed and Successful messages can be resent
Messages can only be resent up to 60 days after creation
(due to retention periods of templates and data)
Communication statuses
Green
Status | Meaning |
Successful | Messages have been sent and delivered |
Skipped | Message was deliberately skipped (e.g. no invoice email with direct debit) |
Blue
Status | Meaning |
Generating | Document or content is being prepared |
Sending | Message is in queue or being sent |
Red
Status | Reason / Situation |
Failed | Unable to ship (invalid address, provider error, missing contact information) |
Rejected | Message rejected by provider (e.g. electronic channel rejects recipient) |
View message details
When you click on a message you will see a full detailed overview:
Full topic
Related entity (with link to invoice/contract)
Channel (Email, SMS, Post, etc.)
Provider (Twilio, Pingen, Peppol, ...)
Shipping time
Status history
Error codes and explanations (if applicable)
This provides a complete audit trail.
Channels
Required: A valid email address
Used for: invoices, reminders, contracts, portal invitations
SMS
Provider: Twilio
Required: a valid mobile number
Used for: payment reminders, short notifications
SMS outside office hours (9am – 5pm) = automatically scheduled for the next working day
Post
Provider: Ping
Required: Valid physical mailing address
Used for: documents that require paper shipping
Manually
For situations where automatic shipping is not possible
Requires manual follow-up (e.g. printing and sending yourself)
Electronic invoicing
Channels: Peppol, Chorus Pro (FR), etc.
Requires correct e-invoicing settings
Localization
All communications take into account:
Customer's language preference
Time zone of the organization
Local templates when available
You can manage your communication preferences via the Communication Preferences card on the customer details page.
Problem | Solution |
No contact information (email/phone/address) | Add contact details and resend message |
Failed transmission (Failed) | Read error text, resolve cause, then resend |
Duplicate messages visible | No action required; this is normal with multiple sending attempts. |
Long SMS is split into multiple messages | Shorten message to avoid splitting |
SMS sent outside office hours will be delayed | Wait until next business day when SMS is sent |
Message is “Skipped” | Check communication preferences and adjust channel |
Electronic invoicing is rejected | Correct e-invoicing settings (e.g. Peppol ID) |
Message stuck in “Sending” | Please wait; if it takes more than 30 minutes, please contact support. |
Resending not possible (message too old) | Only possible within 60 days – start new communication |
Message uses old customer data | Update and resend contact information |
Manual communication required | Open/download document and send manually |
Problem | Solution |
Message does not appear in the list | Reset filters and check permissions |
Message stuck on “Sending” | Wait 5–30 minutes; then contact support. |
Message failed | Fix contact information or provider error → resend |
Resending not possible | Message too old or no permissions → start new communication |
Email not arrived | Check bounce → enter correct email address → resend |
SMS not received | Check time and correct number → resend |
Post message failed | Check error details → correct address → resend |
Electronic invoicing failed | Correct e-invoice ID or customer settings → resend |
Message keeps getting “Skipped” | Review and adjust communication preferences |
Wrong channel was used | Adjust customer channel preferences |
Communication tab is missing | Restore user rights (“Read Communication Entry”) |
Can I manually send new messages?
No, all messages are sent automatically by workflows.
You can resend.
Why is my email “Skipped”?
The message does not need to be sent (e.g. SDD customers do not receive an invoice email).
Can I view the message myself?
The content (such as invoices) is visible via the linked documents.
Will a new entry be created when resubmitting?
Yes, each attempt is logged separately.
Can I delete communications?
No, this is part of the audit history.
Why is my SMS being sent tomorrow?
Sent outside office hours → automatically scheduled.
Channel: Email, SMS, Post, Electronic
Provider: External service provider (Twilio, Pingen)
Bounce: Undeliverable email
Template: Message layout with dynamic customer data
Queue: Queue where messages are being processed
Status: Message sending stage
Target: Customer's email, mobile number, or address