Reliability of Email Tracking?

MattH-LA
MattH-LA Member Posts: 1 VERIFIED MEMBER
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in Sales CRM #1

My colleague is getting notifications from her Email Tracking Sales Assistant that her in-house colleague is opening emails and clicking on links 17x. We know the colleague did not do this.

We are now concerned that we can't rely on this system for accurate tracking.

If we are using a Template, and that template contains links to the same image on our website, we assumed that it is being tracked for clicks to the person it is sent to, and not tracking the aggregate clicks to the link from all emails sent to anyone.

Any thoughts, direction, or help?

Thank you.

Answers

  • Tony Xavier
    Tony Xavier Pipedrive Team Posts: 100 PIPEDRIVE TEAM
    100 Comments 5 Answers 5 Likes Second Anniversary
    #2

    Hello Matt,

    I think I could provide some insights here about the email tracking feature. While the feature is intended to provide helpful insight into the interaction your clients have with your communications, we have to follow the industry-standard security and privacy practices.

    This would mean the system is suspectable to some false positive. To elaborate, Email open tracking is usually done using an invisible tracking image with the size of a pixel. When the email is opened, this image is also downloaded, and the instance of downloading the image is recorded as open. So, if the recipient's email client or provider pre-downloads the content of the email, including the image, it can count towards the tracking.

    Similarly, when it comes to link tracking, links in emails are modified to include tracking parameters and redirected through a tracking server. When a recipient clicks a link, the tracking server logs the click before redirecting the user to the actual URL. Some email security systems pre-scan emails and follow links to check for malicious content, which can trigger a tracked link without user action. Additionally, some email clients have link preview features that can pre-load the link to show a preview every time the app is opened, triggering the click tracking.

    Also, to clarify about the email sent using templates, each email would only have the tracking information corresponding to the respective recipients. We hope this helps to provide some insights!

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