topic Re: Tel CTAs not tracked in emails in CMS Development

Tel CTAs not tracked in emails

JSemprevivo — Tue, 13 Feb 2024 17:07:42 GMT

HubSpot does not track click rate metrics for tel CTAs within emails. What can I do to fix this?

Re: Tel CTAs not tracked in emails

Jnix284 — Wed, 14 Feb 2024 15:38:16 GMT

Hi @JSemprevivo can you elaborate on what isn't tracking?

Are you using the CTA tool in an email and have a telephone number configured and the data isn't showing in the CTA tool?

or are you adding a telephone link to the email and not seeing clicks in your email reports?

Re: Tel CTAs not tracked in emails

JSemprevivo — Wed, 14 Feb 2024 16:05:11 GMT

Im adding a telephone link to the email and not seeing clicks in my email reports. There was a solution posted about this years ago but it was just a little too confusing for me to understand. If there is a simpler solution let me know.

Re: Tel CTAs not tracked in emails

Jnix284 — Wed, 14 Feb 2024 16:44:02 GMT

thank you for clarifying @JSemprevivo, I'm not familiar with the solution you mentioned, can you share the link?

Telephone links are notoriously difficult to track, especially via email.

Re: Tel CTAs not tracked in emails

JSemprevivo — Wed, 14 Feb 2024 17:01:41 GMT

https://community.hubspot.com/t5/APIs-Integrations/mailto-and-tel-links-not-tracked-in-emails/m-p/387203

Re: Tel CTAs not tracked in emails

Jnix284 — Wed, 14 Feb 2024 17:10:21 GMT

Yes, that is definitely a complex solution/workaround @JSemprevivo.

The old legacy CTA telephone links used to provide tracking data, I haven't tested with the new CTA tool.

Have you tried adding the phone number as a CTA rather than a link directly?

Unfortunately there isn't a way to add any tracking data to a tel link, so if it's not showing natively in your email reporting I don't think we can force it without testing the CTA option.

With websites I typically use HotJar to get more insightful analysis for telephone/mailto links.

For emails with phone links, I typically use a number with call tracking already associated (CallTrackingMetrics or CallRail) so the data isn't coming from the email, rather it's coming from the number being called.

Re: Tel CTAs not tracked in emails

JSemprevivo — Wed, 14 Feb 2024 17:13:41 GMT

It is a CTA [https://res.cdn.office.net/assets/mail/file-icon/png/photo_16x16.png] Screenshot 2024-02-14 at 9.11.48 AM.png<>

Re: Tel CTAs not tracked in emails

Jnix284 — Wed, 14 Feb 2024 17:18:05 GMT

I apologize, your previous response when I asked about CTA was that you were adding the telephone link to the email.

I also can't see the screenshot you shared, the file is broken:

If you emailed the reply with your image, that could be why it didn't come through (someone mentioned they have to be uploaded directly in the community to be visible).

@trevordjones any ideas on why a telephone CTA won't show clicks in email report?

Re: Tel CTAs not tracked in emails

JSemprevivo — Wed, 14 Feb 2024 17:20:26 GMT

this is the image I was trying to send.

Re: Tel CTAs not tracked in emails

trevordjones — Wed, 14 Feb 2024 19:00:46 GMT

Hi @JSemprevivo and thanks for the tag @Jnix284 .

I suspect it has something to do with this description of how links are tracked in emails. If you are using the phone interface, as you would be in this case, the phone probably cannot be redirected to a webpage for click tracking.

Re: Tel CTAs not tracked in emails

JSemprevivo — Wed, 14 Feb 2024 19:34:41 GMT

Thanks for giving your thoughts. Do you know of any work arounds?

Re: Tel CTAs not tracked in emails

trevordjones — Wed, 14 Feb 2024 20:04:12 GMT

Hi @JSemprevivo

I just tested this with a test email and my cell phone using a Legacy CTA. The CTA click redirects first to a blank page in chrome and then attempts to open the telephone app after that. It also asked me if it is OK to open "another app."

Is that the behavior you are experiencing with your CTA? If so, I suspect that my original supposition was actually wrong.

Re: Tel CTAs not tracked in emails

JSemprevivo — Wed, 14 Feb 2024 20:07:36 GMT

This is the redirect I get

Re: Tel CTAs not tracked in emails

trevordjones — Wed, 14 Feb 2024 20:21:26 GMT

Hi @JSemprevivo ,

I found this thread with a workaround for tel and mailto links.

Re: Tel CTAs not tracked in emails

JSemprevivo — Wed, 14 Feb 2024 20:24:41 GMT

Mentioned that thread in this one. It’s from a few years ago and didn’t go into enough detail for me to be abel to implement. Was wondering if there was anything new.