Misleading error message wrt "Tracking data is not available for this email"

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New Contributor

Good day, we've noticed an error message popping up on the timeline of contacts like so:

 

> Tracking data is not available for this email

> Darry Baers chose to log this email but not track it. Learn more

 

The e-mails in question are sent by a tool that we run internally at our company, the tool sends with a from address of the user (in this example Darry Baers) and blind copies the hub (portal_id@bcc.hubspot.com). So it makes sense that they show up in the timeline, but the error is misleading. Darry Baers did not "chose to log this email but not track it".

 

Is there anything that we can do about this misleading error? Either by adding some condition that stops if from showing or otherwise?

 

Thanks in advance,

Nic.

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Community Manager

Hi @NicRaw1,

 

Thank you for sending the sreenshot along! That is a system generated message and therefore cannot be customized. As the system is reading the email as being logged but not tracked (and not aware of the specifics for this situation), that is why the message is populating. 

 

Thank you,
Jenny


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Community Manager

Hi @NicRaw1,

 

If it is a system generated error message, it cannot be customized. 

 

If you can send along a screenshot of the error, I can confirm this. 

 

Thank you,
Jenny


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New Contributor

Screenshot 2019-10-25 at 10.09.38.png

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Community Manager

Hi @NicRaw1,

 

Thank you for sending the sreenshot along! That is a system generated message and therefore cannot be customized. As the system is reading the email as being logged but not tracked (and not aware of the specifics for this situation), that is why the message is populating. 

 

Thank you,
Jenny


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New Member

I am experiencing the same error.  But my e-mails are not actually being tracked despite me clicking on the "Track" button in Gmail.  When I send the e-mail via CRM it tracks fine, but it's not working in Gmail.  I've uninstalled the Chrome extension mulitiple times.  I'm going bonkers trying to fix it.  Thanks for any help!

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