Understanding message statuses

How to know if a message was delivered and if your client read it

Updated over a week ago

You may be wondering, "How do I know if my client has read my message?!" In the activity feed of a project, you’ll be able to see the full communication history between you and your client. On every message you've sent through HoneyBook, you'll see an icon in the bottom right corner of the message denoting its delivery status. Simply hover over the icon for more insights (such as the status of the corresponding SMS reminder, if applicable).

Email statuses


A closed envelope means that your email has been delivered, but your client has not opened it yet. If it’s been a little while since you sent the email, it might be a good time to follow up with your client.


An opened envelope means that your email was successfully delivered and your client has opened it. By hovering over the envelope, you’ll also be able to see who read it and when they viewed it.

📣 Note

While opened and unopened statuses are generally accurate, an email could be falsely tagged as read or unread for a few different reasons—learn more here. It's best to use these statuses as a general guide and not a 100% guarantee.

Not delivered

A red envelope means that your email was not delivered to one or more of the project participants. By hovering over the envelope, you’ll be able to see more details.

A message may not be delivered for a number of reasons—the client’s email address is incorrect, the client’s email server bounced the message, and more. There are a number of steps you can take to improve your sender reputation and ensure messages are delivered–learn more here.

Can't be tracked

A dash means that the message was sent through an external email service and can't be tracked. Learn more about email tracking.

SMS reminder statuses

Not supported

The Not supported status indicates that SMS reminders are not currently supported for the message type.

This status isn't cause for alarm, and it will show up for most of the messages you send through HoneyBook! SMS reminders are currently possible for smart file access codes, payment reminders, and session reminders.


A phone with a right arrow means that your SMS reminder is being sent but has not yet been delivered.


A phone with a checkmark means that your SMS reminder has been delivered.


A phone with an eye means that the client has opened the SMS reminder. This status will appear only if a client clicks on a link in an SMS reminder.

Not delivered

A phone with an exclamation point means that your SMS reminder was not delivered. There are a few different reasons why a text may not have been delivered.


  • Recipient's number is a landline,

  • Recipient's carrier is experiencing issues,

  • Recipient opted out of SMS messages, and/or

  • Recipient did not consent to receive SMS

Not sent

  • Recipient did not provide their phone number when opting in to receive SMS, or

  • The number is incorrect

SMS feature disabled

  • SMS reminders are disabled for the account, or just for the corresponding reminder type

Still have questions? Feel free to send us a message by clicking the Question Mark icon on any HoneyBook page. Our team is always happy to help!

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