Email queue monitoring, scheduled email jobs, and engagement tracking
Key Takeaway
Emails that reps send wait in the email queue until the next scheduled Send Email job runs. Invitation emails for remote engagement sessions are the exception: they skip the queue and send immediately.
In Life Sciences Customer Engagement, emails that sales reps send to healthcare professionals (HCPs) and healthcare organizations (HCOs) usually don't go out right away. They wait in an email queue until a scheduled Send Email job sends them. Later, a separate Track Email Status job records engagement, such as opens and bounces, on Life Science Email records. Admins manage the queue, both jobs, and the related limits and tracking settings from the Admin Console.
How emails reach the queue
When a rep sends an email, it enters the email queue and waits for the next scheduled Send Email job. The Send Email job processes and sends the queued emails at the time and cadence the admin sets. So the Send Email schedule controls how long emails wait before they go out.
Whether an email goes through the queue depends on the kind of email:
If the email is an invitation for a remote engagement session...
The email bypasses the email queue and sends immediately. The email never appears in the email queue. Its Life Science Email record uses the Immediate urgency type, and these invitation records are the only ones that use Immediate.
If a rep sends any other email right away...
The email enters the email queue and waits for the next scheduled Send Email job. Its Life Science Email record has "Urgency Type" set to Scheduled, even though the rep didn't schedule the email.
If the "Schedule emails to send later" setting is on and a rep picks a specific date and time to send...
The email goes through the email queue with Urgency Type set to Scheduled. The scheduled email still follows template availability, start and end dates, and consent settings.
Priya is a sales rep. Her admin has set two of the three Send Email slots to run hourly, at offsets of 00 and 30 minutes, so the job runs at the top and the half of each hour. At 10:12, Priya sends a follow-up email to a cardiologist without choosing a later send time. The email enters the email queue and waits. At 10:30, the Send Email job runs and processes it. At 10:14, Priya also sends a remote engagement session invitation to another doctor. The invitation skips the queue and goes out at 10:14, so it never shows up in the email queue.