How to Confirm Message Delivery in Chat Conversations
BoldDesk provides real‑time indicators that help agents verify whether a chat message has been sent, delivered (for offline customers via email), or seen. This guide explains how to read those indicators in the Agent Portal and clarifies what the end user can/cannot see in the Customer Portal.
Message Status Indicators in BoldDesk Chat (Agent View)
BoldDesk uses clear message states visible to agents inside the chat conversation:
| Indicator | Where You See It | Meaning |
|---|---|---|
| Sent | Next to the message timestamp (single checkmark). |
BoldDesk successfully sent your chat message. |
| Seen | Next to the message timestamp (changes from “Sent” to Seen). |
The customer has seen the message in the chat. |
| Delivered to Email (offline) | Inline receipt under the message. |
The offline customer’s email inbox accepted the message. |
| Seen in Email | Inline receipt under the message. |
The customer specifically opened the email version of the chat message. |
| Bounced / Blocked / Complaint (offline) | Inline receipt or in Email Delivery Status dialog. |
Delivery failure or spam complaint captured in email logs. |
Offline Customers: Understanding Email Delivery Receipts
If the customer is offline, BoldDesk automatically dispatches your chat message as an email and displays inline receipts below the message bubble.
Receipt Types
- Sent to Email – The message was dispatched as an email.
- Delivered to Email – The email reached the inbox.
- Seen in Email – The customer opened the email.
- Bounced / Blocked / Complaint – Delivery issues or spam complaint detected.
These receipts appear under the message bubble and update automatically.
How to Check Detailed Email Delivery Status
Agents can review complete message‑level delivery logs directly within the conversation.
Steps
-
Hover over the message and click the More Options (⋮) icon.
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Select Email Delivery Status.
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A dialog opens showing full email delivery details.
The following are the Delivery statuses:
| Status | Description |
|---|---|
| Delivered | The email has been successfully delivered to the recipient. |
| Bounced | The email was not delivered due to an issue (e.g., invalid email address, recipient server error). |
| Complaint | The recipient has marked the email as spam. |
| Blocked | The email was blocked by the recipient’s email provider. |
Email Delivery Status Fields provides the following details:
| Items | Details |
|---|---|
| From | The email address from which the email was sent. |
| Recipient | The recipient’s email address. |
| Email Message ID | A unique identifier for the sent email message. |
| Status | The delivery status of the email (e.g., Delivered, Bounced, Complaint, Blocked). |
| Bounce Type | If the email bounced, this field specifies the type of bounce. |
| Error Details | Additional information returned by the recipient’s email server, useful for debugging delivery failures. |
| Delivery Date | The date and time when the email was delivered. |
| Email Subject | The subject line of the sent email. |
In the Email Delivery Status dialog box, agents can access additional options to manage and customize the displayed information:
- Excel Export: Agents can export the email delivery status details as an Excel file for further analysis or record-keeping.
- Columns Dropdown: By clicking on the Columns dropdown, agents can select which columns they want to display in the dialog, allowing them to view only relevant details.
By following these steps, agents can easily check whether a message has been successfully delivered to recipients.
FAQs
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Can chat customers see message delivery receipts in the Customer Portal?
No. Message delivery indicators (Sent, Delivered to Email, Seen) are only visible to agents in the Agent Portal. -
Does BoldDesk show whether a customer viewed a message in chat or email?
BoldDesk displays Seen for both cases, but shows a distinct Seen in Email receipt when the message was viewed specifically via email. -
Can I resend an email if the message status shows Bounced or Blocked?
BoldDesk does not automatically resend bounced messages. Agents must manually resend a new message from the chat. -
Can I export all email delivery status logs for a conversation?
Yes. Use the Excel Export option within the Email Delivery Status dialog. -
Does BoldDesk support disabling email dispatch for offline chat customers?
No. When a customer is offline, BoldDesk automatically sends chat messages via email to ensure continuity.
