Sequence Open Rate

[CClark3]

Hello,

We recently created a seqeuence and we are trying to understand the metrics. We have  3 responses to the sequence however supposedly no one has opened or clicked on the email which would have to be incorrect. Could this be an issue with how we set the seqeuence up? Or is there something we missing from this. 

[karstenkoehler · Accepted solution]

Hi @CClark3,

This is due to how HubSpot tracks opens and clicks, through a tracking pixel and tracking links: https://knowledge.hubspot.com/connected-email/understand-hubspot-sales-email-open-and-click-tracking

If the email client of the recipient is not loading that link, no open can be registered – even if the contact replies:

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Please note: some email clients may be configured to prevent HubSpot's open tracking pixel from loading. When the open tracking pixel fails to load, HubSpot cannot report on associated open tracking for that email. If a recipient opens one of your emails then clicks an email link or replies to the email itself, HubSpot can infer they opened the email and will retroactively report the open event.

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So while it's unintuitive, at least a bit, it's also expected behavior.

Best regards