IN BRIEF
The Family, Student, and Staff Logs in iClassPro allow administrators to review communications and activity history associated with specific families, students, or staff members. These logs help track email and SMS delivery, push notifications, and both activity and audit records.
Overview
iClassPro provides several logs for monitoring and verifying communication and activity within the system.
These include:
- Communication Logs (Email, SMS, and Push Notifications)
- Activity Logs
- Audit Logs
These tools help staff verify message delivery, review account actions, and ensure transparency for both families and internal users.
Accessing the Feature
- Open the desired Family, Student, or Staff record.
- Navigate to either the Communication or Logs tab, depending on the information needed.
Step-by-Step Instructions
Communication Tab
The Communication tab is displayed on Family and Staff records and contains logs related to:
- Emails
- SMS messages
- Push notifications (Family records only)
Email Log (Family/Staff Only)
The Email Log displays a history of messages sent to a specific family or staff member to verify delivery.
Each entry includes:
- Date/Time of last activity on the email
- Recipient Email Address (if multiple addresses exist)
- Subject
- Delivery Status
For certain messages, you can select the magnifying glass icon beside the status to view the email text.
NOTE: Email content is only retained for 24 months after the send date. The Date/Time field updates based on activity, such as “Opened,” “Clicked,” “Rejected,” etc.
The log can be:
- Searched by any field
- Sorted by date, recipient email, or delivery status
Blacklisted emails
If an address has been blacklisted, administrators can reset the blacklist status. However, it is generally recommended to request an alternate email address from the family instead.
These email addresses are displayed in a "Blacklisted Recipients" section on the Email Log, and may display one of the following statuses:
- Bounce – The email reached the recipient’s mail server but was rejected (hard bounce).
- Complaint – The recipient’s email address has previously marked an email from your organization as spam.
- Invalid – The email address could not be validated by the email verification service.
- Validate – The email address is being validated. (This is an "in-between" status and should not normally be displayed unless there is a delay in validation.)
For more information about Email Delivery Status Indicators, see What Do the Email Blast Delivery Status Indicators Mean?
SMS Log (Family/Staff Only)
The SMS Log displays all SMS/Text messages sent to a family or staff member to confirm delivery status.
Each record includes:
- Date/Time message was received
- Recipient Phone Number (if multiple numbers exist)
- Message Text
- Delivery Status
Possible delivery statuses include:
- Delivery – queued for delivery
- Delivered – successfully delivered to the recipient
-
Not Delivered, which may include:
- Rejected
- Failed
- Undelivered
A message stuck in Delivery status may indicate no response from the SMS provider.
The log can be:
- Searched by any field
- Sorted by date, phone number, or delivery status
Push Notifications Log (Family Only)
The Push Notifications Log shows a history of push notifications sent to a family.
Each record includes:
- Date/Time message was sent
- Subject
- Message Text
Logs Tab
The Logs tab contains both the Activity Log and the Audit Log, each showing different types of system activity.
Activity Log
The Activity Log (Family Records) displays actions initiated by the family through the Customer Portal/Mobile App.
This can include:
- Enrollment requests
- Email submissions
- Other family-initiated actions
Each record lists:
- Date/Time
- IP Address
- Name/Action Performed
- Details
Audit Log
The Audit Log (Family Records) shows all activity related to the family record, including both staff and system actions.
There may be some duplication between the Audit and Activity Logs depending on who initiated the action.
NOTE: Family Action and Audit Logs were added in February 2023. Historical Audit Log entries prior to this date were not migrated. If earlier activity is missing, check the main Audit Log instead.
Notes for Administrators
- Members of the admin group have default access to Family and Staff Email and SMS Logs.
- Additional permissions can be enabled for other user groups or individual staff:
- Family Email Log
- Staff Email Log
- SMS Logs
- Staff SMS Log
To adjust these:
- Go to SETTINGS>SETUP>STAFF SETTINGS>USER GROUPS, or
- Edit a staff member’s profile under STAFF>Staff Profile>”Permissions” tab.
Troubleshooting & FAQs
-
Why is an email marked as “blacklisted?”
- This usually occurs when the recipient’s email provider rejects messages. Administrators can reset the blacklist, but requesting an alternate email address is recommended.
-
Why does a blacklisted email address show a status of "Verify"?
- This status indicates that the email address is being verified. This is an "in-between" status and should not normally be displayed unless there is a delay in verification.
-
Why do I see both the Activity Log and Audit Log entries for the same event?
- Certain actions can appear in both logs if they involve both family and staff actions.
-
Why do some older logs not appear?
- Family Audit Logs were introduced in February 2023. Actions prior to that date remain in the main Audit Log.