Email Opens & Clicks

[CJAsha]

Hi there,

I have noticed on my account that if I look at the opens and clicks on my mobile it shows what a recipient has opened and the specific links they have clicked on, but on the desktop version it simply says they have opened and had multiple clicks but no details of the specific links, is this as expected or is there a change that needs to be made in the settings to see specific link clicks on the desktop - hope this explanation makes sense 🙂 screen grabs of the same opens and clicks on the app and desktop attached.

 

[AdamLPW · Accepted solution]

@BérangèreL, I believe this is marketing emails.  

Hi @CJAsha, while I don't use the mobile app (maybe I should, by the looks of things?!), I can advise on the desktop app.  

No, you aren't doing anything wrong!  The only way (please correct me if I'm wrong, community) of viewing an individual's link clicks on desktop is to click on the hyperlink with the email name, e.g. "Marketing email Cannes LIONS 2023 sent to John Smith".  This will take you to the marketing email analysis screen, where you can see click stats under:

You'll need to click on the percentage here to get more analytics, then enter the email address for the recipient to see their individual clicks.  

I'm now really disappointed that I don't use the mobile app, as this is... two clicks and copy/paste the email address on desktop, vs. immediately displayed on screen with no clicks required on mobile!  

Maybe one to pop on the Ideas board, if it isn't there already?

[TGriffin92]

If someone scrolls through the marketing email and even exceeds the 8-second threshold for the "Read" metric, but they don't load images, does that count as an "Open" or is it still just "Delivered" but not open?

[mangelet · Accepted solution]

CRM Email Activity Clarification

Hey @CJAsha 

So, I noticed your question and the answers you've received so far. It seems like they're not exactly what you're looking for, as they're pointing you towards marketing emails when you're actually talking about regular one-to-one sales emails, right?

The difference you're seeing between the desktop version and the app is likely because you're looking at two different things.

The screenshot from your phone shows HubSpot's activity feed.

✅ If you check out the "activity feed" on the desktop or web version, you'll find the same information - who clicked on which link.

So, here's the deal: in the contact record where you sent an email, it doesn't show detailed info about which specific link was clicked.

But if you head to the activity feed, you can see it.

Give it a try and see for yourself!

(here's a screenshot of the desktop version of the activity feed)

[CJAsha]

Martin thank you so much this is exactly what I was after, seems so obvious now you have pointed it out - thank you again 🙏 😀

[AdamLPW · Accepted solution]

@BérangèreL, I believe this is marketing emails.  

Hi @CJAsha, while I don't use the mobile app (maybe I should, by the looks of things?!), I can advise on the desktop app.  

No, you aren't doing anything wrong!  The only way (please correct me if I'm wrong, community) of viewing an individual's link clicks on desktop is to click on the hyperlink with the email name, e.g. "Marketing email Cannes LIONS 2023 sent to John Smith".  This will take you to the marketing email analysis screen, where you can see click stats under:

You'll need to click on the percentage here to get more analytics, then enter the email address for the recipient to see their individual clicks.  

I'm now really disappointed that I don't use the mobile app, as this is... two clicks and copy/paste the email address on desktop, vs. immediately displayed on screen with no clicks required on mobile!  

Maybe one to pop on the Ideas board, if it isn't there already?

[BérangèreL]

Thank you for your help and contribution @AdamLPW!

Have a great day!
Bérangère

[BérangèreL]

Hi @CJAsha,

Thanks for posting in the Community and thank you for the screenshots!

You are referring to Sales emails, right?
Also, you are using the HubSpot Mobile app, is that correct?

I'd like to share this article about this subject: "Understand HubSpot email tracking and logging".

I also wanted to invite a couple of subject matter experts to this conversation: @NicoleSengers, @AdamLPW, and @Alex_Elborn do you use the HubSpot Mobile App and did you observe this same behavior regarding opens and clicks details difference between mobile and desktop?

Thanks in advance and have a lovely day!
Bérangère