Tracking of email opens & clicks

alexraben
Member

Hi

 

We are set up with HubSpot and testing it out. We have installed the tracking code on our website for visitor monitoring. Question - when we send an email, a test to my Hotmail shows when I open them or click a link, and shows a 0 - 0 until I do. However, when we email a customer this isn't showing. Could you please advise how I fix this, please?  I have attached two images showing what I mean, with any contact details removed.

 

Many thanks, Alex

Showing.pngNot Showing.png

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MFrankJohnson
Thought Leader

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Help other HubSpot searchers find this post by accepting the 'solution' (HubSpot word).

 

Q: However, when we email a customer [open and click status] isn't showing in their Contact Timeline. Fix?

 

Short A: Could be a couple things. (test)

 

Longer A:

-1- Your contact record appears to have already existed at the time the email was sent.

-2- The customer may not have received the email -- meaning, the email was undelivered for one reason or another (e.g., bounce, etc.). 

 

If you'd like to test with me please send an email to [removed]. I'll open as soon as you report back here.

 

Help answer your question? If so, remember to accept this 'solution'.

Best,
Frank

 


Please add @MFrankJohnson to your message if you'd like me to reply.

 

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Hope that helps.

 

Be well,
Frank


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alexraben
Member

Hi Frank

 

On one of the emails, the customer actually replied, and it didn't show up in Hubspot. They were already created as a contact in Hubspot.

 

So if they did reply, is there any reason Hubspot didn't pick up on this?

 

I can try other external emails address's to confirm the issue.

 

Thanks

 

Alex

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MFrankJohnson
Thought Leader

Hey Alex ( @alexraben ), I didn't mean to imply that email tracking is necessarily email address related.

 

There are other factors that come into play when tracking email via HubSpot's tools. Here are a few items to look for.

- The HubSpot tracking pixel wasn't inserted in the email at send time (for a variety of reasons)

- The sender's browser/email client isn't playing nice

- The sender's mailbox wasn't connected to HubSpot when the email was sent

 

Also, here's a troubleshooting article that may help you resolve.

- see Troubleshooting the HubSpot Sales Chrome extension

 

Hope that helps.

 

Note: Please search for recent posts as HubSpot evolves to be the #1 CRM platform of choice world-wide.

 

Hope that helps.

 

Be well,
Frank


Frank on LinkedIn

HubSpot's Hiring World-Wide!

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alexraben
Member

Many thanks Frank - really appreciated. I will take a look further and do some more testing.