Delivery queues
Filtering SMS and email records in the Web OTP queue and hub notification queue, reviewing delivery status and provider attempts.
Delivery queues screen allows you to monitor one-time password (OTP) messages and email/SMS notifications sent to customers through queue records. In complaints like "The customer says they did not receive the login code" or "the order email was not sent," you can check here whether the message entered the queue, which provider sent it, how many attempts were made, or why it could not be sent. The screen is read-only and OTP codes are never displayed anywhere. It is mostly used by customer service and operations teams.
Accessing the screen
Follow the menu path Notifications & Log › Delivery queues. If you do not see it in the menu, your account does not have permission for this screen.
Screen sections
- Title: Delivery queues and a brief description below.
- Queue selector: two options just below the title: Web OTP queue and Hub notification queue. Determines which queue will be listed.
- Filter area: date range and selected detailed filters; below are Clear, Detailed filters, and Filter buttons.
- List: queue records. Above the list are the Per page selection, "Filter result: … records" counter, refresh button, and Columns menu.
- Note: a short explanation below the list reminding date rules.
- Queue record drawer: a detail panel opening from the right when a row is clicked. The list remains open behind.
Two queues
| Queue | Contents |
|---|---|
| Web OTP queue | Verification code messages sent by the web store: SMS, email, or calls sent to customers for registration, login, account update, payment, cash on delivery, order tracking, email verification, and similar operations. |
| Hub notification queue | All email and SMS notifications sent from your workspace. Includes all notifications, not only those carrying verification codes; those carrying codes are marked as OTP. This queue is not separated by company. |
The queue selector applies immediately, no need to press the Filter button. When the queue changes:
- The list returns to the first page and any open detail drawer closes.
- Filters common to both queues are preserved: Date range, Phone, email, Sent?, and Date field. Thus, you can search for the same person in both queues.
- Filters specific to only one queue are cleared: in the web queue Message type, OTP type, and Company; in the hub queue Status, Channel, OTP?, and Template code.
Column visibility and Detailed filters selections are saved separately in your browser for each queue.
Filtering and searching
In both queues
| Field | Purpose | Tip |
|---|---|---|
| Date range | Filters records by day. The date field to filter is determined by Date field. | Always visible. Default range is from yesterday to today. If start is empty, yesterday is used; if end is empty, today is used. Days are interpreted in Turkey time zone; the end day is inclusive. Maximum range is 366 days. |
| Date field (detailed filter) | Selects whether the date range applies to Sent date or Created date. | Not visible initially; open from Detailed filters menu. If not selected, Sent date is used. If Sent? is set to No, the range automatically applies to created date because unsent records have no sent date. |
| Phone (detailed filter) | Searches by recipient phone number. | Visible initially. |
| Sent? (detailed filter) | Returns only sent (Yes) or unsent (No) records. | Visible initially. Default is All. |
Only in Web OTP queue
| Field | Purpose | Tip |
|---|---|---|
| Company | Selects which company's web store queue to list. | If your workspace has multiple companies, always visible in filter area; if only one company, not visible. If not selected, the first company in your workspace is listed. |
| Email (detailed filter) | Searches by recipient email address. | Visible initially. |
| Message type (detailed filter) | Filters by message delivery method: SMS, Email, or Call. | Default is All. |
| OTP type (detailed filter) | Filters by the operation for which the code was generated. | Default is All. Options include Registration, Login, Account update, Account information, Payment, Loyalty, Bank transfer, Quick registration, Quick login, Click & Collect, Cash on delivery, Guest quick login, Order tracking, Service request login, and Email verification. |
Only in Hub notification queue
| Field | Purpose | Tip |
|---|---|---|
| Recipient email (detailed filter) | Searches by the email address to which the notification was sent. | Visible initially. |
| Status (detailed filter) | Filters by delivery status: Sent, Pending, or Could not send. | Default is All. |
| Channel (detailed filter) | Returns SMS or Email notifications. | Default is All. |
| OTP? (detailed filter) | Returns only notifications carrying verification codes (Yes) or not (No). | Default is All. |
| Template code (detailed filter) | Filters by the code of the template used to prepare the notification. | You can copy the code of a notification type you want from the Template column in the list. |
You can add or remove detailed filters from the Detailed filters menu; closing a filter also clears its value. Filters are not applied until you press the Filter button (or press Enter in a field); if there are unapplied changes, the Filter button is highlighted. Clear resets all filters, sets the date range to yesterday–today, and immediately reloads the list.
List
Page size can be 15, 50, or 100; default is 15. Sorting by clicking column headers is not supported. Clicking a row or selecting Detail from the three-dot menu at the row end opens the queue record drawer. Empty fields appear as —.
Web OTP queue columns
| Column | Meaning |
|---|---|
| Phone | Phone number to which the code was sent. In phone change operations, the new number appears on the second line. |
| Email address to which the code was sent. In email change operations, the new address appears on the second line. | |
| Code | The code itself is not shown; only dots equal to the number of digits appear. Hovering shows a tooltip like "Code hidden (6 digits)". |
| Message type | SMS, Email, or Call. |
| OTP type | The operation for which the code was generated (e.g., Login, Registration, Cash on delivery). |
| Service | The provider service that sent the message. |
| Created | Date and time the record entered the queue. |
| Sent | Date and time the message was sent. |
| Sent? | Sent (green) or Not sent (red). |
| Verified | Date and time the code was verified. Hidden by default. |
| Failover | Whether the message was sent via a failover provider (Yes / No). Hidden by default. |
| Customer ID | The ID of the customer who requested the code. Hidden by default. |
Hub notification queue columns
| Column | Meaning |
|---|---|
| Phone | Recipient phone number for SMS notifications. |
| Recipient | Email recipients; multiple addresses separated by commas. |
| Subject | Subject of the notification. |
| Template | Code of the template used to prepare the notification. |
| Status | Delivery status (see Statuses). |
| OTP | Whether the notification carries a verification code (Yes / No). |
| Created | Date and time the record entered the queue. |
| Sent | Date and time the notification was sent. |
| Sent? | Sent or Not sent. |
| Channel | SMS or Email. Hidden by default. |
| Service | Provider service that sent the notification. Hidden by default. |
| Scheduled | Scheduled send time for future notifications. Hidden by default. |
| Attempts | Number of send attempts. Hidden by default. |
| Order | Order related to the notification. Hidden by default. |
| Customer ID | Customer related to the notification. Hidden by default. |
| Notification type | Type of notification. Hidden by default. |
You can show hidden columns from the Columns menu.
Queue record drawer
The drawer title is Queue record, with the source queue (Web OTP queue or Hub notification queue) below. The open record’s ID is written in the page URL: if you share the link while the drawer is open, the recipient sees the same record; the browser back button closes the drawer. Closing the drawer with the Close button keeps the list in place.
Top badges
- Sent or Not sent.
- For hub records, delivery status (Sent, Pending, Could not send) and OTP badge if the notification carries a verification code.
- For web records, the operation for which the code was generated (OTP type).
Record fields
| Field | Queue | Description |
|---|---|---|
| Record id | Both | The queue record’s ID. |
| Phone, New phone | Web | Phone number to which the code was sent and new number in phone change. |
| Email, New email | Web | Email address to which the code was sent and new address in email change. |
| Code | Web | Only the number of digits; the code itself is not shown. |
| Message type, OTP type | Web | Same as list columns. |
| Verification type | Web | Whether verification was done by Code or Link. |
| Event source | Web | Channel from which the code request originated. |
| Service, Failover | Both | Sending provider and whether failover provider was used. |
| Renewal | Web | Whether the record is a renewal request (Yes / No). |
| IP address | Web | IP address from which the request originated. |
| Customer ID | Both | Related customer’s ID. |
| Phone, Recipient, CC, BCC | Hub | Notification recipients. |
| Subject, Template, Notification type, Channel | Hub | Notification subject, template code, type, and channel. |
| Attempts, Order | Hub | Number of send attempts and related order. |
| Message | Hub | Message text stored with the record. |
| Created, Scheduled, Sent, Verified | Depending on queue | Time information of the record; shown to the second. |
Content
The body of the sent message is shown here formatted. The body is only visible for hub notifications that do not carry verification codes; it is not shown for web queue records. If the body contains an OTP code or verification link, it is not shown for security reasons; instead, a warning "Body not shown because it contains OTP code or verification link." appears. If no body exists in the record, it says "No body in record.".
Provider attempts
Each attempt to send the message to the provider is a row: Time, Service, Successful (Yes green / No red), and Message (provider’s returned explanation). You can usually find why a message was not sent in the Message column of this table. If no attempts exist, it says "No record.".
History
Past actions related to the record: Time, IP address, and in web records Channel, in hub records Confirmed by. If no history exists, it says "No record.".
Raw record (JSON)
This is a collapsible section; click the title to open. Shows the entire record in raw form; sensitive fields like code and body appear as ***. The Copy button copies the content to the clipboard and shows a "Copied" notification; if copying fails, it shows "Copy failed". You can use this content when sharing issues with the technical team.
Statuses
| Status (text on screen) | Meaning | Next step |
|---|---|---|
| Sent | Message was delivered to the provider. | If the customer still says they did not receive it, check recipient info and the Provider attempts table. |
| Not sent | Message has not been sent yet or could not be sent. | Open the drawer and check messages in the Provider attempts table. |
| Pending (hub) | Notification is waiting in the send queue. | For scheduled notifications, check the Scheduled send time; refresh the list after a while. |
| Could not send (hub) | Notification could not be sent. | Check the cause of the error in the Provider attempts table; verify recipient address or number. |
Statuses not defined on the screen appear with a gray badge as is. If message or OTP type is not specified in the record, it shows as Unknown; if the screen does not recognize a type number, it appears like "Type 19".
Common issues
- "No records in this range" is shown. The default range is only yesterday and today. Extend the start date in Date range and press Filter or clear other filters with Clear.
- I cannot find an unsent record. The date range applies by default to sent date; unsent records have no sent date. Select No in Sent? or choose Created date in Date field.
- I need to see the code the customer received. OTP codes are not shown in the list, drawer, or raw record for security; only the number of digits is visible. Ask the customer to request a new code.
- Some filters disappeared when I changed the queue. Only filters specific to that queue are cleared; date, phone, email, and Sent? are preserved.
- I do not see the company selector. The selector appears only when Web OTP queue is selected and your workspace has multiple companies.
- The drawer shows "Record not found" or "Could not retrieve details." The record no longer exists or details could not be retrieved. Press Retry; if the problem persists, notify your system administrator.
Related screens
- Delivery records — to review records of sent notifications.
- Templates — to review templates used for notifications.
- Providers — definitions of SMS and email providers.
- Webhooks — to monitor order event notifications to external systems.
- Customers — to find customers by Customer ID.