Getting numerous opens by "someone" but not a specific recipientSOLVE
Mar 2, 2020 2:20 PM
Recently sent several sales emails and am getting notifications that say "someone" has opened - as opposed to a specific contact name. Checked to make sure everything is good with connections to Outlook/Office365 and all emails are showing. I can also go into the contact's activity feed and see that the email has been opened x times, but curious why notifications don't indicate who is opening. Any input welcomed.
Solved! Go to Solution.
Mar 4, 2020 5:17 PM
Quick chat with Hubspot support identified the issue (and sorry if this is just Hub 101 stuff) - if the email goes to multiple recipients, Hubspot can only drop one tracking pixel into the email. So, the pixel is email-specific, not recipient-specific, and Hub can't discerns who's opening. Workaround isn't pretty - having to send individual emails - but at least I know the cause now.
Here's an article from the knowlegebase (which for some reason didn't come up when I searched it). https://knowledge.hubspot.com/email-notifications/what-does-a-someone-notification-mean
Shout out to Amy in Support for being super helpful.