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How Do I Track Email Opens and Clicks in Salesforce?

By Siva Devaki

Do you know whether your emails are being opened? This information is vital for properly selling and marketing within your CRM. Salesforce has launched a new feature that is intended to provide better tracking for user interactions (such as email opens). Through better data, you can improve your entire marketing and sales campaigns.

Here’s how you can start to track emails in Salesforce…

Quickly See Whether Emails Have Been Opened

In the past, it was necessary to run a manual report in Salesforce to see whether emails had been opened. It is now possible to see whether an email has been opened from the activity timeline in Salesforce – for any emails that have been sent to customers, you’ll see whether the email is “unopened” or “read”. You’ll even be able to see when the email was first opened and last opened.

Enable Enhanced Email and Email Tracking

To track emails in Salesforce, you need to first enable Enhanced Email and Email Tracking. Once this is done, you’ll be able to track emails that have been sent from Gmail, Salesforce, Email Relay, and Office 365. With Enhanced Email, emails in Salesforce are saved as EmailMessage records instead of Task records. EmailMessage is a standard Salesforce object, and that’s how you get all of these great new email features.

You can also turn off email tracking for specific individuals (if necessary). Some customers may not feel comfortable being tracked through Salesforce and may request that this feature is turned off. This is done through the Data Protection and Privacy section, with the “Don’t Process” and “Don’t Track” preferences.

Many of these new functions work directly with the Lightning Experience. To use them properly, you will need to create and use email templates in the Lightning Experience.

Tutorial

How can you make it possible to track all emails within Salesforce?

  • Enable the Lightning Experience.
  • Enable Enhanced Email.
  • Under Setup, go to Activity Settings.
  • Click on Enable Email Tracking.


Submit the required information. You’ll then be able to view the email tracking for all emails sent through Salesforce.

In the Lightning Experience, email tracking information will be seen under the activity timeline.

In Salesforce Classic, email tracking will be seen under the HTML Email Status.

Send Mass Emails in Lightning Experience

To send mass emails in the Salesforce Lightning Experience, you’ll need to enable “Allow sending list emails” under user permissions.

  • Create a Contact, Lead, or Campaign list.
  • Select the Contacts you want to send an email to.
  • Click on Send List Email in the upper right corner.
  • Create an email, optionally with an email template.
  • Review the email and send it.

In the past, you couldn’t send mass emails without switching to Salesforce Classic. Now, you can easily add an entire list as a recipient.

Summary

By learning how to track Salesforce emails (opens, clicks, etc.), you can significantly improve your marketing and sales campaigns with more accurate and actionable data.

The Author

Siva Devaki

Siva Devaki is the co-founder of MassMailer and is responsible for the overall company and the product strategy.

Comments:

    James
    May 09, 2019 9:05 pm
    How does this allow for tracking of emails sent via Gmail and O365, which you mention? Surely this only applies to emails sent from Salesforce?
    SAge
    January 08, 2020 8:30 pm
    Can you see open rates on the mass emails via list views listed in the same article?
    Ric
    February 20, 2020 4:08 pm
    Does the "First Opened" and "Last Opened" include contacts in CC or BCC, or is it just the TO email address?
    Siva Devaki
    February 23, 2020 7:47 am
    You can see the open rates for the emails sent via the list views in MassMailer. You can find the complete statistics report at this link. https://support.massmailer.io/support/solutions/articles/16000105571-what-kind-of-email-statistics-massmailer-provides-
    Siva Devaki
    February 23, 2020 7:50 am
    Here is the Salesforce article that explains on how to send emails via Salesforce using your gmail, or office 365 accounts. https://help.salesforce.com/articleView?id=emailadmin_sendthroughexternal_overview.htm&type=5
    Siva Devaki
    February 23, 2020 8:19 am
    Salesforce native email does not differentiate the open event if it is for the To, or CC or BCC. In MassMailer, you will come to know the if the event is for To, or CC or BCC email since every event is logged along with the corresponding email and the event time.
    Dorian Deschesne-Walsh
    March 12, 2020 8:40 pm
    Does Salesforce native email count email opens if the email is shared/forwarded? I have some # of times opened in the hundreds...
    Leonardo
    July 03, 2020 2:24 am
    How can I see how many times the email has been opened in Lightning? In classic this is showed but I'm not able to find...
    Siva Devaki
    July 05, 2020 3:29 pm
    Here is the article that explains how to enable email tracking in Lightning. https://help.salesforce.com/articleView?id=emailadmin_tracking_parent.htm&type=5
    Siva Devaki
    July 05, 2020 3:31 pm
    Yes, the email open count gets incremented for the forwarded email too.
    Rajesh Unadkat
    July 11, 2020 2:28 am
    Sage, Where you able to figure out how to see email tracking statuses for mass emails sent via list views or campaigns? i.e. List Emails?
    Simran
    August 13, 2020 7:52 am
    How to track the same statistics for email which is sent by scheduling a report in salesforce?
    Rob
    September 03, 2020 3:02 pm
    Hi, Can Salesforce tell me who has opened multiple emails? I.e. tell me who are hot leads. For instance Julie has opened 23 emails, Jack has opened 3, but Barbara has opened 123!
    Brad
    September 09, 2020 12:00 am
    Hi there. Is there a way please to see a report where you can see who, line by line, had opened an email? I understand you can get a report that summarises this...but where is this data pulled from and is there a report that shows that data? Thank you Brad
    Claire Rook
    October 16, 2020 2:41 pm
    Does this work with emails sent from automations such as flow?
    B2BABM
    December 01, 2020 5:03 pm
    Are you able to track which Account opened the email in SFDC?
    Massimo Tarquini
    December 12, 2020 8:59 am
    Does this only apply to the Activity timeline component?; I don't have that enabled (I am on Lightening but still using the activity history and the open activity related lists) and I can't see if someone opened an email
    Christine Marshall
    March 12, 2021 1:20 pm
    Yes - this applies to the Activity Timeline component.
    Christine Marshall
    March 12, 2021 1:21 pm
    Can you explain what you mean? Do you mean if an email has multiple recipients?
    DavidE
    April 29, 2021 7:27 pm
    Is there a Feed or Timeline that shows email opens, clicks, etc. across all accounts & contacts? We're new to using High Velocity sales and there's a My Feed in the Work Queue, but it seems to only populate data generated within Cadences; not all emails tracked by SFDC.
    Abhishek
    June 15, 2021 8:51 pm
    Can you check which customer opened the emails?
    SalesforceUser
    August 18, 2021 5:59 pm
    Are you able to remove this from the activity timeline for certain users? I have users who are getting frustrated by seeing their timeline clogged up with a bunch of "activities" that just say "Email Opened" or "Email Received"
    sanya
    August 31, 2021 11:15 pm
    If the email contains hyperlinks can we know how many unique clicks ?
    Raj
    September 02, 2021 9:31 am
    Have you found out if this is possible, I have been unable to add the first and last opened fields in Lightning.
    Utkarsh
    September 09, 2021 8:25 am
    Can you track who has replied to the mail that you've sent via Salesforce?
    Mark
    September 09, 2021 8:47 pm
    I want a count/sum of all emails ever sent related to an opportunity. I am trying to use Rollup Helper App to count the # of emails sent i.e. 1 completed activity = 1 email sent. Trying to figure this out.
    Gaurav
    September 30, 2021 9:04 am
    1. How to track emails sent from MS Outlook when the emails are pushed into Salesforce via integration 2. We are looking for a similar outcome like below for Email tracking in Salesforce for Emails sent through Outlook
    Emily McGrath
    October 01, 2021 1:34 pm
    Can you track who has opened an email when there are multiple recipients?
    Daniel
    October 10, 2021 1:51 pm
    does it woek with custom object ?
    Manoj
    October 18, 2021 9:12 am
    Hi Is it possible to tracking of emails sent from Cases (in case feed). In contact feed once could see if the email was opened or not, but this is not there in cases. Is there any way this could be possible in Cases?
    Jake Radelet
    December 08, 2021 4:22 pm
    +1 to this question. If an email has multiple recipients, and shows as "Unopened" in the Activity Timeline, does that mean no one has opened the email? Or does it mean that only the Contact you are viewing has not opened it?
    Betty Smith
    December 20, 2021 6:07 pm
    I have email atatus in crm that state they are unopened however, the outlook email has been opened and the client has responded. I do not see an answer in here for it yet. Any takers?
    sharon
    January 31, 2022 4:08 pm
    Our emails are transferring over as text, not HTML so I am not getting the opens. How do I make them HTML vs text? And do they need to be sent from a template to track?
    Mariah
    February 04, 2022 6:35 pm
    How do I track email performance metrics on at an Email Template level? I want to measure the open and click rates for the saved templates marketing it creating for sales. I do not want to view email performance metrics at an individual Contact level on the Activity timeline. Is this possible?
    Xen Reyes
    February 22, 2022 6:40 pm
    Hi Siva. Is that documented somewhere? I have a requirement about only tracking the TO recipients.
    Denzel
    April 25, 2022 7:12 pm
    I'm unable to track opens and clicks when using any email template that was created in the new Salesforce email builder tool. They do not pull up in HTML status reports or the built in email report for sent email templates. I can see the delivery rate, but the opens and clicks are blank. Is there any way to view opens and clicks from HTML email templates built in Salesforce?
    Zac
    May 17, 2022 5:22 pm
    +1
    suvarna
    August 05, 2022 1:41 pm
    Is it possible to capture the date when an email is send.
    Neena
    September 01, 2022 2:55 pm
    Hi, I am sending surveys using survey invitation rules, in to contactemail/leademail id of a customer.How can I track how many people open,read,replay the Survey email
    richard
    October 10, 2022 5:07 pm
    Is it possible to populate a date field in a Contact record after sending email through Send List Email button?
    Tyler
    October 26, 2022 8:23 pm
    +1
    Tyler
    October 26, 2022 8:23 pm
    ++1
    Brittney Hill
    October 28, 2022 9:31 pm
    Hi Betty - did you ever get an answer on this? I have the same request from some of my users.
    Dan
    November 16, 2022 8:28 pm
    +1
    Hideko
    December 15, 2022 11:35 am
    Hi! Thank you for the useful instructions about email tracking. Is this feature works for email alert sent by a Flow as well?
    Miriam V M
    December 28, 2022 7:38 pm
    Can this tracking be done on email alerts?
    Roshan
    February 07, 2023 9:34 am
    how can i received client reply email in my Salesforce org.
    Fiona Mainey
    June 23, 2023 5:37 am
    I have just created a new custom report for Email Messages and I noticed that all the Quote emails sent do not have a related Account or Contact because it is related to the Quote. Is there a way to ensure Quotes are related to the Contact record?
    Henry
    June 23, 2023 8:15 pm
    I have the same question! SalesforceBen, can we track emails sent from the Case Feed? I haven't found any article that talks about that online.

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