How to Navigate Postmark

Postmark is Aiwyn's delivery service where you are able to view all emails inbound to the Aiwyn and all emails outbound from Aiwyn (i.e. invoices, Smart Statements, receipts, daily files for firms, and email verification links). You can split Postmark into two sections, Inbound and Outbound.

Aiwyn's Inbound Stream

The inbound mail stream can be accessed by going to Postmark and selecting Aiwyn-Inbound-Production > Aiwyn Inbound Stream > Activity. This inbound stream will show you all of the invoices emailed to Aiwyn by the firms. This inbound stream is best to be searched by the intended recipient's email address so you could see if the email reached our server. If the email did not reach our server, have the firm inspect if there are any errors with the mail rule or process. The firm may need to run a trace on this email to see the exact behavior of the email.

Aiwyn's Outbound Stream

The outbound stream can be accessed by going to Postmark and selecting Anduin-Production > Default Transactional Stream > Activity. The outbound stream will show you all emails sent out through Aiwyn such as invoices emailed to Aiwyn by the firm, Smart Statements, daily report files sent to the firm, email verification links for new payment portal user accounts, and payment receipts for both firms and clients.

Filtering Emails:

You are able to filter emails to see specifically emails that have bounced, processed, been opened, been clicked, and/or delivered. You are also able to select specific timeframes to help narrow down your search as well.

Searching for Emails:

You can search emails by the send, the recipient, or the subject of the email.

Recipient Unable to View Email and/or Pathways within Email:

If an email is sent successfully, you will see the delivered status alongside the email record to the recipient. If the recipient is unable to locate this email, suggest that they check their spam, junk, promotions, social, or any other folder it may be filtered into. If all are empty, the recipient may have a security block in place preventing them from receiving the email. They may want to refer to their internal IT team to have this security field lowered for Aiwyn communications. 

To test if a link is working as expected in an email, select the email in question and hold down the Control key while clicking on the link in Postmark. This will allow you to follow the pathway as received by the recipient. If the pathway is working as expected, the recipient may have a security block in place preventing them from navigating to the new tab. They may want to refer to their internal IT team to have this security field lowered for Aiwyn communications. 

Email Received in Inbound but Not Sent Through Outbound

If an email is received by our server but not sent back out, search for the email in the outbound to see if there was a bounce associated with the email.

• When there is a hard bounce associated with an email previously sent, new emails will not be sent out to that address until reactivated. You can search for these inactive emails by going to the Transaction stream in Postmark and selecting the Suppressions tab. These are historical so any suppressed emails that have occurred and have not been reactivated will be listed. Select the reactive button next to the appropriate address and have the firm resend the invoice. 
  • Please Note: This can affect smart statements too.

If the email is unable to be located because it was never sent out, ensure that all of the invoices on the email are at least partially unpaid and/or posted. Those are the two criteria for invoices to be sent through the Aiwyn wrapper.

Delivered Email Status Updates and Added Addresses

You can view the exact times of when an email has been processed, delivered, opened, and clicked on in Postmark. Though the process and delivery times are guaranteed to be accurate, the opened and clicked times can be skewed due to spam filters and automatic openers on users' inboxes. When reviewing this information, keep that in mind in case the user cannot find it and it was opened immediately, this could have been filtered into their spam/junk folder or put into their confinement folder.

On these records in Postmark, you will be able to see the attachments, email contents, who it was sent from, who it was sent to, and the cc and bcc recipients as well. Occasionally, you may see that there is one additional record listed as 'Unknown' in the recipients. This Unknown email did not originate from the firm or from Aiwyn. This record populates when one of the original recipients of the email has an automatic forwarding rule in place on their inbox. This Unknown record will list the address where this email was also automatically forwarded to.

Daily Reports Sent to Firms

If a firm does not receive one of their daily reports, you can search for the activity in the outbound by searching the email stream for the subject "You have a new report from Aiwyn" for the day in question. If the email is unable to be located, your next step will be to see if the report was generated in Google Cloud.