Jul 10, 2018 9:44 AM
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
Jul 10, 2018 9:54 AM - edited Jul 10, 2018 12:52 PM
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)
-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'.
Please add @MFrankJohnson to your message if you'd like me to reply.
Jul 10, 2018 12:37 PM
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.
Jul 10, 2018 12:58 PM
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.
Hope that helps.