topic Re: When checking an email I've sent to a prospect, I get notified that they've viewed it when it's in Sales Hub Tools

When checking an email I've sent to a prospect, I get notified that they've viewed it when it's me

KAli76 — Wed, 17 Jul 2024 11:44:01 GMT

Hi,

When checking an email I've sent to a prospect, I get notified that they've viewed it when it's me. I do not wish to hide my IP address, etc, to resolve this issue as it's a HubSpot problem, not a me problem. There is no option that I can see where I can turn on/off to resolve this. Please can you advise on how HubSpot will fix this basic floor in their platform?

Many thanks

Re: When checking an email I've sent to a prospect, I get notified that they've viewed it when it's

Jnix284 — Wed, 17 Jul 2024 11:48:01 GMT

Hi @KAli76 this is happening because the tracking is triggered by a tiny 1x1 pixel image, if the image is viewed/loaded, then it counts as an open - regardless of who views the email, whether that's you by reopening the sent email from your email provider, the contact, or anyone they forward it to.

If you view the email from the contact record in the timeline, this shouldn't happen. Can you clarify how you're checking the email you sent?

Re: When checking an email I've sent to a prospect, I get notified that they've viewed it when it's

karstenkoehler — Wed, 17 Jul 2024 13:37:04 GMT

Hi @KAli76,

These self-open email notifications can be prevented by following these steps: https://knowledge.hubspot.com/connected-email/block-self-open-notifications-with-the-hubspot-sales-outlook-add-in-or-chrome-extension

That's currently the only way to stop this from happening that I'm aware of.

Best regards!

Re: When checking an email I've sent to a prospect, I get notified that they've viewed it when it's

Jnix284 — Sat, 20 Jul 2024 21:25:08 GMT

Thanks for referencing this KB @karstenkoehler - with the change to the Outlook extension, does this method still work? It's been a long time since I've had Outlook access and had to configure this, but I did verify the Chrome option still works.