Operations Portal

Article Overview

The following article describes EasySend's Operations Portal. It explains what it is and how to use it.

What is the Operations Portal?

(See Figure 1)

The Operations Portal is your new command center for tracking and managing every digital journey in your environment -  all in one place. The Operations Portal gives you a real-time view of what's happening across your processes, from the moment a link goes out to the moment it's completed. No more digging through emails, spreadsheets, or separate boards to find out where a customer is in their journey. 

Figure 1: Operation Portal

Navigate to the Operations Portal

(See Figure 2 and Figure 3)

To navigate to the Operations Portal, perform the following steps:

Figure 2: Operate Tab

1. Click the Operate tab (1).

Result:

The Operate tab options appear:

Figure 3: Operations Portal Option

2. Click the Operations Portal option (2).

Operations Portal Structure

(See Figure 4)

The following sections describe the structure of the Operations Portal.

Figure 4: Operation Portal

Top Bar

(See Figure 5)

The top bar contains workspace controls and quick actions:

• Environment selector (1) - a dropdown for switching between environments or workspaces
• Journey Sender button (2) - initiates sending a new journey to a recipient
• Journey Launcher button (3) - launches a new journey process
• User avatar (4) - access to profile, account settings, and sign-out

Figure 5: Top Bar

Welcome and Summary Panel

(See Figure 6)

A personalized greeting block that includes key performance counters, showing aggregate activity for the selected filters:

• Link Sent (1) - total journeys sent
• Opened (2) - journeys recipients have opened
• Completed (3) - journeys recipients have finished

Figure 6: Welcome and Summary Panel

Filters and Controls Bar

(See Figure 7)

A horizontal toolbar that enables users to filter the activity feed and refresh data on demand:

• Search (1) - a free-text search to locate a specific recipient or record
• Period (2) - date range selector:
  • Today
  • Last 7 days
  • last 90 days
• Sent By (3) - filter by the team member associated with the journey
• Business Group (4) - filter by business groups
• Process (5) -  filter by a process
• Status (6) - filter by journey state:
  • Link Sent
  • Opened
  • Completed
  • Processing
  • Incomplete
  • Failed
  • Expired
  • Canceled
• Update button (7) - manually refreshes the portal with the latest data according to the set filters
• Last updated timestamp (8) - displays when the data was last refreshed, so users know how current the view is

Figure 7: Filters and Controls Bar

Activity Feed (Main Table)

(See Figure 8 and Figure 9)

• The core of the portal, a list of journeys, with the following columns (1):
  • Launched  - date and time the journey was sent
  • Name - recipient's full name
  • ID - recipient identifier
  • Phone - recipient's phone number
  • Email - recipient's email address
  • Sent By - the sender's name
  • Status - color-coded badge reflecting the journey's current state:
    • Link Sent
    • Opened
    • Completed
    • Processing
    • Incomplete
    • Failed
    • Expired
    • Canceled
  • Actions - per-row quick actions:
    • Download icon - export the journey record
    • Cancel icon - terminate an in-progress journey (hidden once a journey is canceled or completed)
• The number of currently displayed journeys (2)
• Columns (3) - enables the user to add/remove columns 

Figure 8: Activity Feed (Main Table)

Figure 9: Visible Columns

Fields Tagging

(See Figure 10 and Figure 11)

Some columns, such as:

• Name
• ID
• Phone
• Email

will be empty by default unless metadata tagging is performed. To perform the tagging:

Figure 10: Tagging 1 of 2

1. Access the Model screen of the digital process.
2. Click the relevant data item, for example, firstName (1).
3. Click Metadate (2).
4. Click the Tagging dropdown (3).
5. Click customerFirstName (4). 

Result:

The data item is tagged:

Figure 11: Tagging 2 of 2

Troubleshooting

If something in the Operations Portal isn't behaving as expected, this section walks through the most common issues and how to resolve them.

Data and Display Issues

The activity feed looks out of date or empty

The portal doesn't auto-refresh in real time. If you've just sent a journey or expect to see recent activity, click the Update button to pull the latest data. Check the "Updated" timestamp next to the button to confirm when the view was last refreshed.

If the feed is still empty, verify that your filters aren't excluding the records you're looking for, particularly the Period filter, which defaults to the last 90 days. Older journeys won't appear unless you extend the range.

Can't find a specific journey or recipient

Start by clearing all filters and resetting them one at a time. A common cause is a stale filter combination, for example, a Business Group or Sent By value that excludes the record. Use the Search field with the recipient's name, ID, phone, or email for the fastest lookup.

If the journey still doesn't appear, confirm you're in the correct environment. Journeys sent in one environment won't show up in another.

The dashboard counters (Link Sent / Opened / Completed) don't match the table

The summary counters reflect the currently applied filters. If the numbers seem off, check that your filter selections are intentional. Resetting filters to their defaults should bring the counters back in line with the full activity view.

Status and Journey Issues

A journey is stuck in "Link Sent" and never moves to "Opened."

This usually means the recipient hasn't opened the link yet. Confirm that:

• The recipient's email or phone number on the record is correct
• The message wasn't filtered into spam or blocked by their provider
• The link hasn't expired (depending on your process configuration)

You can resend by launching a new journey to the same recipient, or cancel the existing one first using the action icon on the row.

A journey is stuck in "Opened" and never reaches "Completed."

The recipient opened the link but didn't finish the journey. They may have abandoned mid-process, encountered an error, or set it aside. Reach out directly if needed, or cancel and relaunch.

I can't cancel a journey

The cancel action is only available for journeys that are still in progress (typically Link Sent or Opened). Journeys that are already completed or canceled won't show the cancel icon — this is by design.

Access and Permissions Issues

I don't see the Journey Sender or Journey Launcher buttons

These actions are permission-based. If they're missing or grayed out, your role may not include journey-creation rights. Contact your administrator to request access.

I can't switch environments

The environment selector only shows environments you have access to. If you need to work in a different one, your administrator will need to grant permission.

I don't see certain business groups or processes in the filters

Filter options are scoped to what you have access to. Missing options usually indicate a permissions boundary rather than a system issue.

Performance Issues

The portal is slow to load or filters take a long time to apply

Large date ranges combined with broad filter selections can return heavy result sets. Try narrowing the Period first, then layering on additional filters. If performance issues persist, refresh your browser or clear its cache.

Downloads aren't working

Make sure your browser allows downloads from the portal and that pop-ups aren't being blocked. If a specific record fails to download repeatedly, note the journey's launch time and recipient and report it through the support channel.