The Communications Overview manages all outgoing communications to customers, such as emails, text messages, mail, and e-invoices. Every communication sent (or failed) is automatically logged in the Communications Log.
The Communication Log is important because it:
provides insight into what was sent and when;
shows the delivery status per message;
helps resolve failed shipments;
serves as an audit trail for customer communications.
About Navigating Communications
In the communication overview you can switch between the 'Communication' overview and the 'Communication log' overview.
In the Communication overview and Communication log overview you have a search and filter bar.
This contains:
A search field to quickly find specific communications.
Status-based filters such as "Failed", "Not Sent", "Completed", and "All".
Dropdown filters to segment communications based on type, category, sent between, customer, Status, and Show Ignored.
In short, it is a navigation and filter area that allows you to quickly and efficiently refine and manage communications.
Note: Currently it is not possible to filter by location group.
What is the difference between communication and communication log?
The Communications page contains two tabs:
Communication (overview)
Communication log (detailed history)
Both tabs use the same page, but show different datasets and functionality.
Tab | Goal |
Communication | Overview by topic (invoice, customer, contract) |
Communication log | Detailed history per sending attempt |
Actions
Action | Communication | Communication log |
Bulk shipping | ✔️ | ❌ |
Resend individually | ❌ | ✔️ |
Download | ✔️ | ✔️ |
View error details | Limited | Complete |
Example:
Invoice #12345
Communication tab (overview):
1 line
Shows the most recent status
Status: Failed
Communication log (detailed history):
2 lines
First Send Attempt - Failed (January 15)
Resend - Successful (January 16)
Explanation:
The Communications tab summarizes communications per invoice and shows only the last known status.
The Communication Log shows all individual transmission attempts, including retransmissions, with date and result.
Communication channels
Provider: SendGrid
Required: Valid email address
Statuses: Delivered, Bounced, Dropped, Blocked
SMS
Provider: Twilio
Required: Valid mobile number
Statuses: Delivered, Failed, Undelivered
Post
Provider: Ping
Required: Valid postal address
Statuses: Sent, Delivered, Failed
E-invoicing
Providers: Chorus Pro (FR), Peppol
Required: e-invoicing registration
Statuses: Sent, Rejected
Manually
Used when automatic sending is not possible
Requires user action
Behaviors & Logic
Each shipment always creates a new entry.
Sent messages are immutable.
Statuses are updated via provider feedback (webhooks).
Customer preferences and opt-outs are always respected.
Channels will automatically fall back if possible.
Problem | Solution |
Invalid email address | Message failed with bounce notification |
Invalid phone number | SMS fails |
Invalid postal address | Mail delivery failed |
Provider outage | Temporary error, try again later |
Missing contact details | Alternate channel or manual |
Status “Not sent” | Wait or check if manual action is required |
Email bounced | Check email address and error message |
SMS failed | Check number format and provider status |
E-invoice rejected | Check recipient registration |
Log is empty | Items with status “Collecting data” are hidden |
How long are communication logs kept?
Logs are retained indefinitely; provider events are retained for 62 days.
Can I edit a message after it's sent?
No, you can only resend.
What happens when a bounce occurs?
Status is Failed with error reason.
Can I use multiple channels?
Yes, each shipment creates a separate entry.
How do I know if mail has been delivered?
Check the status in the log.
What is the difference between Failed and Rejected?
Failed = delivery failed; Rejected = provider did not accept the message.
Can I download documents?
Yes, via the download action (ZIP).
Why don't I see all the messages?
Entries with status Collecting data are hidden.
Communication Entry – One send attempt with metadata and status
Communication Log – Overview of all communications
Delivery Status – Status such as Sent, Failed, or Rejected
Bounce – Undeliverable Email
Queue – Queue at provider
Webhook – Provider Feedback
Provider – External shipping service
Channel – Email, SMS, Post or E-invoicing
Recipient – Customer or entity
Resend – New sending of existing message
Communication Preferences – Customer-specific channel settings
Subject – Linked entity (invoice, customer, contract)
Template – Template for content and documents