Hi - we’ve seen a few situations where a 1-1 email has bounced but the Engagement Scores have increased from a Document Open and Share (from that email).
The Scores aren’t set-up increase when an email is opened or clicked which I know can be from email tracking. These have increased because the Document is showing as being opened and shared.
If that’s also tracking how can we be sure that the engagement scores are accurate? And if this is tracking would it only be for bounced emails or all emails including those delivered? Thanks, Nikki
Hi @NKieran6,
HubSpot tracks document activity separately from email delivery, so a document can be opened or shared even if the email bounced (for example, if the link is forwarded).
First, review your lead scoring rules to identify actions that increase the score. If you want to exclude document activity from bounced emails, adjust these rules accordingly. Consider adding a scoring condition to ensure only document opens from delivered emails are counted.
Hi - apologies, please could you explain how a Document could’ve been shared by the Contact if it was never received? Thanks, Nikki
Hi @NKieran6,
I ran the same scenario as you described. The mail bounced, still engagement scores increased. But no worries, here’s the solution.
I would recommend checking the engagement score and making sure only either of the first two or both are selected as an event criteria (Contact viewed a document and contact finished viewing a document).
If the third one (Document shared with contact) is grouped as well, it’ll increase the score. Logic being, the mail was sent by HubSpot containing the doc link (even though it didn’t reach the destination), so it makes sense on their part to calculate it as shared.
If this helps, feel free to mark it as the solution 
and give it an upvote 
!
Hi, thanks for the reply. Sorry, i should’ve explained. The Score currently includes both ‘document opened’ AND ‘Document shared’. How can either / both of those be true if the document was never received due the email never being received due to it bouncing?
I’ve also just checked and there’s no way to combine a delivered email with a document being opened as they’re seperate events.
It seems that other people have seen that scores are increased by all actions in a group if ANY of them have taken place.
Hi @NKieran6
Thank you for reaching out to the Community!
I’d like to invite some community members who are subject matter experts to join this conversation.
@karstenkoehler @franksteiner79 @Crystal_Hopper - Would you be able to share any insights on this? Your expertise would be greatly appreciated.
Best,
Victor
