Start with how old the message is, because that decides what can be searched.

Delivery history reaches back about ninety days. Given no dates it looks at the last two days only, so saying roughly when matters more than it sounds. Quarantine has no window of Avvi’s own: it searches whatever that client’s quarantine currently holds.

If a message has aged out of the client’s own quarantine retention, it can no longer be confirmed as having been held.

Before you begin

Have three things ready: who sent it, who should have received it, and roughly when.

An approximate time is enough. A date is better than nothing.

Ask Avvi

1. Open chat.
2. Say what you are looking for with all three details. For example: did anything from billing@supplier.com reach jane@example.com last Tuesday?
3. Read what Avvi reports about delivery.
4. If nothing was delivered, ask Avvi to check quarantine for the same sender and recipient.

Avvi reports what it found, including whether a message was delivered, held, or rejected.

Good to know

Delivery history reports one of a small number of outcomes. Delivered, still pending, failed, quarantined, or filtered as spam. Each points at a different next step.

The first quarantine search for a tenant takes around a minute, because the results are gathered before they can be searched. Later searches that day are quick.

Verify it worked

If Avvi reports the message as delivered, ask it to check the recipient’s inbox rules before concluding anything was lost.

If Avvi reports it as quarantined, ask for it to be released and then confirm with the recipient.

If something doesn’t look right

If nothing is found at all, widen the time range before assuming the message never existed. A day either side is a common fix.

If the sender is external and nothing appears, ask the sender to check for a bounce message. A rejection at their end never reaches your history at all.

If the message has aged out of both delivery history and the client’s quarantine, say so plainly rather than guessing.

If a message shows as delivered and the recipient still cannot find it, open a support conversation from the Help drawer. Include the client name, both addresses, the date, and the sender’s exact address.

FAQ

Q: How far back can quarantine be searched?

A: As far as that client’s quarantine retention goes. Avvi does not apply a window of its own.

Q: Why did the first search take so long?

A: The results are gathered for the tenant on the first search and reused after that.

Q: The message was delivered but the recipient has not got it.

A: Check the rules in their mailbox. A rule can move a delivered message out of the inbox without anybody noticing.