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Email Open & Click Tracking
Email Open & Click Tracking

Track CRM email opens, deliverability and clicks.

Isobel Honour avatar
Written by Isobel Honour
Updated over a week ago

Emails sent from the CRM track recipient interactions at each step of the process - from being processed by our email servers, delivered to the recipient's mail server, and any open and click events that the recipient performs.

Step 1: Reviewing Sent Emails

Once you've sent an email from the CRM, head to the Documents page under the Contact and refresh the page to see that the email has been sent.

Step 2: Open Email Document

Click into the email document to open the record, and navigate to the Tracking page.

Step 3: Review the Email Interactions

You'll now be able to view the recipients interactions with this email, as well as a timestamp of when this action occurred. If you sent a copy of the email to yourself, you will not see these interactions here. The Tracking will only display actions in relation to the email's recipient and not sender.

Please note: open events can be blocked by the email client (especially on PCs and laptop email clients) unless the user specifically clicks the “Download images” banner on the email.

1. Processed

This event fires when SendGrid receives an individual message and prepares it to be delivered.

2. Dropped

There are a number of reasons your email will not even be sent to a recipient for delivery. This event informs your system when an email has been dropped. Further, it provides a reason for the drop, such as spam or the recipient has unsubscribed.

3. Deferred

When an email cannot immediately be delivered, but it hasn’t been completely rejected, the deferred event fires. SendGrid will continue to try for 72 hours to deliver a deferred message. After 72 hours, the deferral turns into a block.

4. Bounce

If a server cannot or will not deliver a message, SendGrid fires a bounce event. Bounces often are caused by outdated or incorrectly entered email addresses.

5. Delivered

When an email has been accepted at the receiving server, the delivered event fires. This event does not guarantee that the email was placed in the recipient’s inbox. In fact, a delivered email is only the beginning of an opaque process. The remaining four events begin to give us hints about whether anyone will ever see this delivered email.

6. Open

An opened email is the first step toward the action you want your recipient to take. This event fires every time your email is viewed with images turned on. Like all email service providers, SendGrid uses a transparent image beacon to track opened messages. This beacon is currently the only way a sender can tell if an email has been opened.

Please note: an email can show as "Opened" and then "Bounced" as sometimes a recipient's server security/anti-spam software will scan incoming emails. This scanning will be classed as an "Open" and if it then shows as "Bounced" it means that the email was rejected and did not reach the recipient.

7. Click

The click is the pinnacle of email engagement! Your call to action, whether it is to confirm a newly registered account or to view a recommended product, asks the recipient to click a link. SendGrid tracks that interaction and fires a click event.

8. Spam Report

Most Internet Service Providers (ISPs) provide a feedback loop, sending specific spam complaints to the Email Service Providers (ESPs), like SendGrid. When SendGrid receives a notice, we fire a spam event, so that you can react appropriately.

9. Unsubscribe

One of the most important events fires when a recipient unsubscribes from your mailings.

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