---
title: "Email delivery states and contact rules"
canonical_url: https://zentrik.ai/docs/product/engagement-email-reference
markdown_url: https://zentrik.ai/docs/product/engagement-email-reference.md
category: "Product guides"
learning_track: "administration"
last_reviewed: 2026-11-04
---

# Email delivery states and contact rules

Interpret a delivery record without confusing scheduling, provider acceptance and confirmed delivery.



## Delivery states

Read the current item’s state and reason together. The history may distinguish these stages:

| State or stage | Interpretation |
| --- | --- |
| Queued or scheduled | A request is waiting for an eligible attempt; no delivery is established. |
| Held | A condition needs review or prevents the attempt. Inspect its reason. |
| Provider accepted | The provider accepted the attempt; it is not confirmed inbox delivery. |
| Confirmed delivered | Delivery proof is recorded for that message. This still does not establish that it was read. |
| Canceled | A cancellable request was stopped before provider acceptance. |
| Failed | The attempt recorded a failure; inspect its reason before retrying. |
| Unknown | The outcome is not established. Do not count it as delivered or blindly repeat it. |

The exact reason and available action depend on the item’s current record. A preview, captured test email or worker status is not external delivery proof.

## Recipient eligibility

Enrollment invitations are separate from optional member research requests, announcements and digests. The optional categories respect the member’s current enrollment, audience, category choices, all-email pause and global/Engagement-topic opt-outs.

Eligibility is reviewed in the preview and rechecked at dispatch. Leaving, removal, opt-out, completion, closure or a permission change after scheduling can prevent delivery. Publishing a card or post does not reserve or send an email. A group roster includes People who may not have enrolled at all.

Messages use the managed sender **no-reply@updates.zentrik.ai** and direct members back to the portal. Replies are not monitored; no team reply inbox is provisioned by these settings.

## Research requests and reminders

Repeated requests for the same Study are not new distinct Studies. Contact review considers distinct research asks, including reservations, so two administrators cannot assume the other has not already scheduled outreach. A third distinct ask in the contact window requires the offered reason/override review.

A reminder requires an accepted invitation at least seven days old and the applicable current eligibility. A reminder reservation is not proof of delivery. Contact history and delivery reasons are the place to inspect what happened.

A frequency override cannot override a member’s pause, opt-out, completion or a closed Study. Review the actual warning and contact history before proceeding; do not treat these controls as a quota to fill.

## Digest and cancellation boundaries

The weekly digest requires program enablement, member opt-in and content approved for that digest. Current revision, audience and recipient permissions still matter. Enabling scheduling does not replay all old posts. An empty eligible roundup is skipped rather than becoming an empty request for attention.

Cancel only while the delivery controls offer it. Cancellation cannot recall a message already handed to a provider. Inspect unknown or accepted attempts before deciding whether any further action is appropriate.

Use [Send and schedule emails](https://zentrik.ai/docs/product/engagement-email) for review/send controls, [Email settings](https://zentrik.ai/docs/product/engagement-email-settings) for the digest and history, and [Preferences](https://zentrik.ai/docs/product/engagement-preferences) for member choices.

## Related guides

- [Administer a Zentrik workspace safely](https://zentrik.ai/docs/product/workspace-administration)
- [Set up the Ideas Portal](https://zentrik.ai/docs/product/ideas-portal)
- [Invite people and manage access](https://zentrik.ai/docs/product/workspace-access)