When an Engage request is sent to a contact, Legl may sometimes be unable to deliver the email. When this happens, Legl notifies the relevant team member and flags the request in the Engage table so you can review and resend it.

Configure who receives failed delivery notifications

Before Legl can notify you about a delivery failure, your firm needs to configure who receives these alerts. Both options can be enabled at the same time.

Go to Engage Settings and select Notifications.
Enable Notify sender when an Engage email is not delivered to alert the lawyer who sent the request.
Enable Notify reviewer when an Engage email is not delivered to alert the assigned reviewer. This notification is skipped if no reviewer is assigned.

When a delivery failure is detected, Legl sends both an in-platform notification and an email notification to the configured recipient.

Why this happens

Emails can fail to deliver for several reasons:

The email address is invalid or does not exist
The email address contains a typo or was entered incorrectly
The contact's inbox has rejected the email (known as a hard bounce or spam complaint)

What to do next

Go to the Engage page.
Locate the request. It will show a status of Failed to send. You can use the filter to show only failed requests.
Click Review the request to open it.
If the email address was entered incorrectly, update it to the correct address.
Click Resend to send the request again.

What happens after you take action

Once you resend the request:

The status updates to Sent in the Engage table
A full history of the request activity is recorded, including the original failure and the resend
If you updated the email address, the contact's record is updated automatically
An audit entry is added to the contact's page to show the email address change

Important information

Not all email bounces are detected immediately. There may be a short delay before the failure notification appears
Both a platform notification and an email notification are sent to each configured recipient when a delivery failure occurs
You can filter the Engage table by Failed to send to locate all undelivered requests quickly