How to avoid false positives in email opens trackingSOLVE
Dec 4, 2016 8:50 AM
I used several tracking tools - Readnotify and ContactMonkey are some of them. One of the main problems with these applications is that whenever you refer to a tracked email you sent to a customer in the past - open it to check something etc. - the trackers would register an open by the "recipient", i.e. you open an email you sent to a customer and tracker shows that it was opened by the customer. Of course we can be checking IP addresses, locations etc but who has time for that?
A big advantage of Hubspot is that this issue was well taken care of in Outlook client - you may open your own messages in Outlook and this will not trigger a false positive opens.
However, when I send an email to a prospect from desktop and then a response comes that I open on my phone (this applies to all email clients, I use Bluemail now, but used many other apps in the past) Hubspot registers the opens as made by the customer. Is there any way to solve this problem. I can guess of course that it is me who opened the message, especially when I and the customer are in different countries - Hubspot shows the country where the email was opened. But if I and my customer are in the same city how can I know for sure who opened the email?
Receiving a false notification is a bad thing in general. We are trying to monitor customer's actions and we all the time impatiently wait when a customer opens my email with the commercial proposal and we all want to know how many times he opened it and all this stuff. So, when a notification comes you get excited and then you see that it was you who opened the message .....
Solved! Go to Solution.
Dec 5, 2016 1:31 AM
Hi @Ascar, you raise an important issue here. The way our email tracking works, when an email is opened the invisible tracking pixel is downloaded and thus triggers an open notification. On a desktop, HubSpot sales is able to recognize your cookies and/or the IP address of your computer, which prevents those self-open notifications. However, since mobile devices do not have a static IP address, it's not possible for HubSpot Sales to recognize that your mobile device is your own IP as opposed to that of your recipient.
Dec 7, 2016 5:03 AM
I disabled automatic image loading in the mobile email client. This is not a complete solution since I have to make an extra tap on the screen when I need to see the images, but I believe it is better than receiving false positives.