Managing the multi-session Emails tab

The Emails tab gives hosts a clear, centralized view of select event-related email communications. Hosts can see the types of emails available, when they’re scheduled to be sent, total sends per email type, delivery status, and target audience. Zoom Events includes a detailed email tracking interface that shows the full delivery lifecycle for each message. Hosts can view status updates for each recipient, including:

Hosts can take immediate action using the resend feature and compare scheduled vs. actual send times to ensure timely delivery. Hosts can delete, resend, or choose not to send these emails as needed.

Learn more about creating a multiple-session event and using Email Builder.

Requirements for managing the multiple-session Emails tab in Zoom Events

Note: For access to the latest Zoom Events and Webinar features, we strongly recommend hosts to update to the latest version of the Zoom desktop client/mobile application.

Table of Contents

How to access the Emails tab in Zoom Events

  1. Create a multi-session event or edit an upcoming event to access the event creation setup.
  2. In the event creation setup navigation menu, click Communication then click Emails.
    The Emails page will appear.

How to understand the Emails tab

After you access the Emails tab, information about emails related to the event is displayed in a table so you can see what emails have been sent at a glance:

How to Activate or Deactivate emails

By default, all email types, except the Sorry we missed you email, are enabled to be sent automatically when their specified action occurs, as listed in the Trigger column. Emails can be either activated or deactivated, activated emails will be sent and function as intended, while deactivated emails are disabled and will not be sent.

Activate or Deactivate all emails

  1. Access the Emails tab in the event creation setup.
  2. In the top-right corner of the page, click the 3 dots .
  3. Click Activate all emails or Deactivate all emails.
    A confirmation prompt will appear.
  4. Select Confirm.

Activate or Deactivate an email

  1. Access the Emails tab in the event creation setup.
  2. To the right of the email you want to activate or deactivate, click the 3 dots .
  3. Click Activate or Deactivate.
    A confirmation prompt will appear.
  4. Select Confirm.

Notes:

How to view an email in Email Builder

You can view the content of the email type that will be sent to a specific audience so that you will know what the recipient of the email sees. When viewing the email, you can send a test email.

  1. Access the Emails tab in the event creation setup.
  2. Under Email name & content, click the email name.
    You will be directed to the email builder page.

Note: The Thank you for attending email (post-event) will only be sent to participants who attended the host's Zoom Event.

Send a test email

  1. View the email type that you want to test through Email Builder.
  2. In the top-right corner, click Send test email.
  3. Enter the email address you want to send the test email.
  4. Click Send test Email.
  5. (Optional) Repeat to send another test email.

Preview email

  1. View the email type that you want to preview through Email Builder.
  2. In the top-right corner, click Preview email.
    A preview of the email will appear.
  3. (Optional) Switch the preview between a desktop or mobile layout by clicking the swap-view icon . 
  4. When you're finished previewing the email, click Exit Preview.

Reset email

  1. View the email types that you want to manage through Email Builder.
  2. In the top-right corner, click Reset Email.
    A confirmation window will appear.
  3. In the window, click Reset Email.
    Resetting the email to its default form will restore both the email content and all associated settings to their original default state.

Exclude specific tickets from certain email templates

  1. View the email types that you want to manage through Email Builder.
  2. In the left navigation menu, click the Email tab .
  3. Under Exclude list, click the dropdown to select different ticket types and add them to the Exclude list.
    This will exclude the selected ticket types from certain email templates. Attendees assigned those excluded tickets will not be sent the respective email template. The email template will continue to be sent normally to qualifying tickets that are not part of the exclude list.

Note: The Paid Ticket Confirmation email template cannot be excluded.

How to manage email Recipient, Filter conditions, and Triggers

Who receives the email is determined by the selected recipient group. Recipients can include participant roles such as attendees, special roles. An email trigger is a condition or event that automatically sends an email. Triggers can be based on a specific date and time, an offset relative to the event schedule, or automated rules based on user action.

Note: Email Recipient, Filter conditions, and Triggers work together, some options only become available based on what you’ve selected earlier. To ensure everything works as expected, follow the setup order as written below: start by selecting recipients, then set the filter conditions, and lastly, choose the trigger.

View email triggers and recipients

  1. Access the Emails tab in the event creation setup.
  2. Under the Trigger and Recipient column, see the trigger and recipient type and for each email listed in the same row.
    The Recipient column will display the user group associated with each email. If there is only one recipient group selected (such as Attendees or Special Role), the group name is shown directly in the column. Otherwise, the column will display Multiple.
  3. (Optional) Under the Recipients column, hover over the information icon next to an audience type to view detailed recipient information. A tooltip will display the specific filter conditions defining the recipient group.

Edit email Recipient and Filter conditions

Hosts can define recipients using filter conditions to precisely target who receives the email. Within a single filter condition, multiple values can be selected, users matching any of these values will qualify for the email. Multiple filter conditions can also be applied to a recipient, and these are combined using AND logic, meaning all conditions must be met for a user to be included.

Note: Each user group type has its own set of available filter conditions. Additionally, the combination of recipients and filter conditions influences the available trigger options.

  1. View the email types that you want to manage through Email Builder.
    You will be directed to the Email builder page.
  2. In the Emails tab , under To, click the dropdown under Recipient to select which group of users should receive the email:
    Note: For the Event invitation email type, you can also upload a custom list of users.
  3. Under Filter conditions, set the filter condition for the user group you selected. The available filter options will vary depending on the selected user group.
  4. After selecting a filter condition, a dropdown will appear for you to choose a corresponding value for that filter. Multiple values can be selected for certain filter conditions.
    Note: The filter conditions All attendees and All Special role users have no additional values and can skip this step.
  5. (Optional) To include an additional filter, under Filter conditions, click Add a condition , then repeat steps 3–4 to complete the process.
    Note: Adding filter conditions uses AND logic, meaning all conditions must be met for the user group to receive the email.
  6. (Optional) To add another user group, to the right of To, select Add recipient , then repeat steps 2–4 to complete the setup.
    Note: Adding user groups uses OR logic, meaning that a user only needs to belong to one of the selected groups to receive the email. In other words, each additional group added expands the audience, any user in any of the selected groups qualifies to receive the email.
  7. (Optional) To delete an existing recipient or filter condition, to the right of the Recipient or Filter conditions you want to remove, click the trash icon .
    Note: You can't delete a recipient or filter condition if it's the only one remaining for the email. Instead, the trash icon  will appear greyed out.
  8. Proceed to setting up the triggers for your email.

Edit email Triggers

Email triggers determine when an email will be sent. Keep in mind that your selected recipient and filter conditions can affect which trigger options are available, so be sure to adjust them as needed during setup.

  1. Set up your email recipients and filter conditions.
  2. In the Emails tab , under Trigger, choose from the following trigger options:
  3. Complete the fields that will appear below the trigger option you selected.
  4. In the top-right corner of the page, click Save.

Note: You can only edit triggers and recipients for emails in Scheduled status. Once an email has sent data (for example, successfully delivered to a recipient), its trigger can no longer be modified. Prior to sending, settings may still be editable, even if the email is marked as Ongoing.

How to view email history

You can view the send history of an email type, including details on who the email was sent to and when it was sent. Additionally, the recipient list is visible even before the email is sent, allowing you to see the users who are scheduled to receive the email in advance.

Note: The Total emails sent column displays the total number of times an email type has been sent, each resend to the same recipient is counted separately. The number shown in the email history pagination area represents the total number of users. Since one user can receive multiple sends and some users may have missed the schedule, the count in the Total emails sent column may not match the total user number shown in the sent list details.

  1. Access the Emails tab in the event creation setup.
  2. Under the Total emails sent column, click the number showing how many times the email has been sent.
    You will be directed to the email history page.
  3. View the following columns to see more details about each email sent:
    1. Name: Shows the name of the email’s recipient.
    2. Email: Shows the email address of the user who received the email.
    3. Sent status: Shows the status of each email. Emails can have the following statuses:
      • Scheduled: Email is scheduled but hasn't been triggered yet.
      • Pending: Email has been triggered but not yet delivered.
      • Delivered: Email was successfully delivered.
      • Fail: Email delivery failed.
      • Missed schedule: Recipient was added after the email schedule or during deactivated state.
    4. Scheduled time: The planned time for the email to be sent.
    5. Actual time sent: The time the email was actually sent.

Manage failed deliveries

If an email fails to deliver, check the Sent Status column for the detailed bounce reason. This information can help identify the underlying issue. Once the issue is resolved, use the Manual Send option to resend the email to individual recipients. Each email can be manually resent up to three times per recipient.

For guidance on common email-related errors and how to resolve them, refer to the table below. It includes a list of error messages along with recommended actions to address each issue.

 
Sent statusError messageResolution
BouncedThe recipient’s mail server error.Try resending the email. If the issue persists, ask the recipient to check their email client or firewall settings.
The sender's address has been marked as blacklisted by the recipient.The recipient may have added the sender’s email address to their blacklist, which is why they aren’t receiving emails. Ask them to remove the sender from their email blacklist.
Marked as spam.The email was flagged by the recipient’s spam filters. Ask the recipient to check their spam settings or mark the sender as safe. Reduce the frequency of emails sent and try again later.
The recipient's email address doesn't exist, please check email address.Verify and double check that the recipient's email address is correct before resending.
The recipient's inbox is out of storage.Ask the recipient to clear space in their inbox. Once resolved, resend the email.
Network issue. Please try resend later.Wait a moment and ensure your network connection is stable, then try resending the email.
UnsubscribedN/AThe user has unsubscribed from receiving event emails. Since this action was taken on their end, they will need to resubscribe in order to receive future emails.

How to manual send emails

A recipient can be sent the same email type a maximum of 3 times: after you send an email type to a recipient manually, you can then resend that email type to the same recipient 2 more times.

Manual send an email to one recipient

To resend an email to a specific recipient:

  1. View the email history of an email type.
  2. To the right of the user you want to resend the email to, click Manual send .
    A pop-up window will appear.
  3. Click Yes.

Manual send emails to multiple recipients

  1. View the email history of an email type.
  2. In the top-right corner of the page, click Send in bulk .
  3. Select multiple recipients to resend the email to:

Search for sent emails

In the Total emails sent page, hosts can search their entire list of sent emails by registrant name or email address. The search can be cleared and will return the entire list of sent emails.

  1. View the email history of an email type.
  2. In the top-left corner, enter a registrant's email address.
  3. View the registrant results.

Download email history

  1. View the email history of an email type.
  2. In the top-right corner of the page, click Download .
    A CSV file will be downloaded to your computer.
note icon
The total number of emails allowed in the email management list is limited to 30, including the default emails. Hosts can duplicate emails, but the combined number of emails must not go over 30.