May 3, 2021 12:19 PM
Thank you for reaching out and the information you've provided above. We will have a deeper look at these irregularities with our Support team and will get back to you as soon as possible.
May 11, 2021 5:53 AM
After working together with a product expert, we came to the following conclusion:
TL;DR: This is an issue caused by the interference of the 2 email tracking applications, Apollo and HubSpot Sales.
How HubSpot Sales works
HubSpot Sales embeds a 1x1 pixel invisible image into a message when it is sent. When the email is opened and the images load, we are able to associate that tracking pixel with the recipient of the email and then display that as an open. In our Chrome extension we have a built in "feature" that will block these open notifications from coming through if the user opens up an email in Gmail in a Chrome browser that has our extension enabled. Similarly, our Outlook Desktop add-in will block notifications from users opening their own tracked emails if they open them in Outlook with our plugin enabled.
Using HubSpot Sales in combination with other Sales extension
If users open up sales emails in another platforms that don't have either of those sales extensions installed, they'll likely trigger self open notifications. The only way to try to prevent these from coming through is by having the user block their IP address. This will only work if the customer has a static IP address (instructions here). Truth be told, static IPs aren't very common nowadays, as most internet providers use dynamic IPs.
As this problem stems from an interference with a different application and both applications work as designed on their own, there isn't much we can do on our end.
The HubSpot tracking pixel is loading in Apollo and triggering an email open notification. It seems like Apollo is loading the emails in the background, which also loads the tracking pixel and triggers opens on all of them. If there's a way to prevent Apollo from screening the emails in the background and stop images from automatically downloading, you may be able to fix the tracking issue.
Ultimately, it's probably best to only use one email tracking software and disable the second one.
Hope this helps,