Product Areas
eSignature / API / Connect

Problem
High-volume senders (e.g., >1,000 envelopes/day) frequently face “recipient didn’t receive email.” Today we must open Support cases to confirm whether the recipient’s mail server returned SMTP 250 (accepted). This creates a compliance loop (customer consent), long MTTR, and heavy manual workload (~1% delivery exceptions already strain teams). Delays impact our customers’ business and increase complaint risk.

Proposal

1. Envelope History: Email Delivery pane
   Show per-recipient metadata only:

• accepted (Y/N), smtpCode (e.g., 250), masked smtpMessage snippet, acceptedAt timestamp

• masked mxHost, tls (Y/N), retryCount, bounceCategory (soft/hard/other)
  Controls: admin-toggle, configurable retention (30–90 days), CSV export. Default OFF to respect privacy by default. This gives frontline users immediate, self-serve evidence for “accepted by recipient server vs. blocked/quarantined later.”

2. Connect: Deliverability events
   Add webhooks to enable automation:

• EmailDeliveryAccepted (fire when recipient MX returns 250)

• EmailDeliveryFailed (fire when explicit rejection or retries exhaust)
  Payload includes minimal, masked metadata (e.g., smtpCode, timestamp, hashed MX) so customers can trigger automatic fallbacks (e.g., SMS notification, re-send from alternate channel, or internal admin review) without opening Support cases.

Security & Compliance

• Metadata-only (no email content or PII beyond standard recipient identifiers).

• Feature is opt-in (admin-controlled) and fully audited (access and events).

• Data minimization: masked MX/message details; configurable, short retention.

• Behavior is backward-compatible: when disabled, nothing new is exposed.

Acceptance Criteria (examples)

• When the recipient server returns 250, Envelope History shows accepted=true with timestamp; if enabled, an EmailDeliveryAccepted event is emitted.

• When delivery is rejected or retries exhaust, UI shows non-250 details (masked) and an EmailDeliveryFailed event is emitted.

• CSV export reflects exactly the on-screen metadata fields.

• With the feature disabled, neither UI elements nor events appear.

Impact / Priority
P1. Dramatically reduces Support cases and MTTR, removes compliance friction, enables at-scale automation for exception handling, and protects customer NPS as send volumes grow. This solution focuses on what operators need most: clear, self-serve deliverability evidence inside the envelope and machine-readable webhooks to close the loop automatically.

FreeLink/甫连信息
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Expertise in DocuSign integrations with on-premises systems for leading enterprises across various industries
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