Record email history in Business Hub

DecoNetwork can record email communication in Business Hub when email history tracking is enabled. This allows you to review messages sent to customers and understand where they are stored.

Order-related emails are recorded against the relevant quote or order and are also visible in the customer record. Emails that are not tied to an order—such as account-related messages—are recorded in the customer record only. This makes it easier to verify whether a message was sent and where to look for it later.

In this article

• Prerequisites
• Why enable email history
• Enable email history recording
• View email history on quotes and orders
• View email history on customer records
• Best-practice tips
• Troubleshooting
• FAQs
• Additional resources

Prerequisites

Why enable email history

Email history provides a complete communication trail so you can quickly confirm what was sent and where to find it.

• Verify sent emails: confirm if a message was sent from the system
• See communication in context: view emails directly on orders and customers
• Support customers faster: resolve “I didn’t get the email” queries with confidence
• Maintain a full audit trail: track timestamps, recipients, and subjects

Enable email history recording

Turn on email history recording in Correspondence Settings so DecoNetwork can store eligible sent emails in Business Hub. When enabled, order-related emails are stored with the associated quote or order and customer record, and non-order account emails are stored with the customer record.

Step 1: Open Correspondence Settings

1. Log into your DecoNetwork account

2. Browse to Admin → Settings

   

   

3. Click Email & Order Templates → Correspondence Settings.

   

   The Corresponding Settings screen is displayed in the work area.

   

   Open Correspondence Settings to control whether email history is recorded in Business Hub.

   Click the thumbnail to enlarge.

Step 2: Enable the setting and save

1. Tick the Record email history in Business Hub checkbox.

   

   Email history is only recorded when this setting is enabled.

2. Click Save.

View email history on quotes and orders

Order-related emails are recorded in the Email History tab of the relevant quote or order when email history is enabled. This includes emails such as order and payment confirmations, payment requests, artwork approvals, and note notifications tied to that transaction.

1. Go to Business Hub → Orders
2. Open the relevant quote or order

3. Click the Email History tab

   

   Use the quote or order Email History tab to review order-related communication

   This is the best place to check messages that belong to the order lifecycle.

   These emails are also visible in the customer’s Email History, giving you another way to locate them.

View email history on customer records

The customer record provides a complete view of all emails sent to that customer in Email History tab. This includes order-related communication (also shown on the order), account-level communication such as password reset emails, welcome emails, password changed emails, login email token emails, and multi-factor authorization setup emails.

1. Go to Business Hub → Customers
2. Open the relevant customer record

3. Click the Email History tab

   

   The customer Email History shows all emails sent to the customer, including order and non-order messages

   This is the best place to review the full communication history for a customer.

   If you are checking whether a password reset or other account email was sent, look in the customer record rather than in the quote or order.

Best-practice tips

• Use customer records for a full view: see all emails in one place
• Use order records for context: review emails specific to an order
• Enable email history early: ensure emails are recorded from the start of your workflow
• Check before troubleshooting delivery: confirm the email exists in history first

Troubleshooting

• No email history? Make sure Record email history in Business Hub is enabled
• Email not on order? Check the customer record – it may still be recorded there
• Email not on customer? Confirm the action that triggers the email was completed
• Customer didn’t receive email? If it appears in history, ask them to check spam or filtered folders

FAQs

Where should I check first?

Start with the customer record to see all emails, then use the order if you need order-specific context.

Are order emails duplicated?

Order-related emails appear on both the quote/order and the customer record so you can find them from either location.

Where do password reset emails appear?

Password reset emails appear only in the customer Email History.

Does email history confirm delivery?

Email history confirms the system sent the email, but delivery depends on the recipient’s email provider.

Additional resources

• View email history for quote/order
• View a customer record