Hi Everyone,
Has anyone had an issue with email Opens and Clicks not being recorded? We have an automation that uses “Delay until one of the following happens: Clicked link in email”.
We had someone enrolled in the automation and they opened and clicked the email its tied to but the email still reads as “Delivered” in their contact records. (Personally watched them open and click).
When they forwarded it to me and I opened and clicked it, the status updated no problem.
I tested the workflow with 3 other people and it worked fine. This person was using Outlook Desktop. Is there a known problem with Outlook or security settings?
This automation is tied to sending estimates via automaiton emails based on a form subsmission and the click is them accepting the quote. So it is really important that we can track who is accepting this.
Thank you in advance for your help.
Hi @KPierce7
My name is Olivia and I am an ex-HubSpotter turned HubSpot expert for Baskey the agency. Happy to help here!
First off, depending on someones security/firewall setting sin their email account, opens and lcicks may not be recorded correctly and passed to HubSpot. These are not the most reliable metrics to based important process focused autoamtions on.
My recoomendation here would be to add a CTA button to your email and then track the click that that specific CTA in your automation. This will be more fool proof.
Let me know what you think and if you would like to discuss this further 
Olivia
Hi Olivia,
Thank you for the suggestion! Ya it seemed Chrome, Safari and Gmail worked fine, but Outlook Desktop App is a troublemaker. Will try swapping in the CTA button and see if that works.
-Kathryn
Gave this a try and it didn’t work. On their end it shows the button as a missing image. Event when they accept images and click it is still not recording.
Going to just try sending people to a second form since buttons aren’t doing the trick.