How do I Track Email Opens & Clicks In Salesforce?

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Do you know whether your emails are being opened? This is a vital bit of information to properly sell and market 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. Now, Salesforce makes it possible to see whether an email has been opened in the Activity Timeline. Next, to any emails that were sent to customers, you’ll see whether the email is unopened or if it was 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 the features be 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 information: from then on, you’ll 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.

Sending Mass Emails in Salesforce Lightning Experience

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

  • Create a contact or lead list or a 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.

Going Beyond Salesforce With MassMailer

Even with these additions, there are still some limitations to Salesforce. Salesforce still limits emails to 5,000 emails per day and there are file size limitations on attachments. To get past these limitations, you can use MassMailer. Not only does MassMailer alleviate Salesforce email limits, but it also works with Salesforce templates and provides built-in email tracking features. Using MassMailer, you can also track email opens, clicks, unsubscribes, spam report, bounces, blocks, etc.

These new Salesforce tools will make it easier to engage with your customers and follow up leads. When combined with MassMailer, you can also get rid of some Salesforce limitations. Try out a free trial of MassMailer today.

29 thoughts on “How do I Track Email Opens & Clicks In Salesforce?

  1. 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?

    1. 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.

  2. Dorian Deschesne-Walsh

    Reply

    Does Salesforce native email count email opens if the email is shared/forwarded? I have some # of times opened in the hundreds…

  3. 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…

  4. 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!

  5. 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

  6. 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

  7. 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.

  8. 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”

  9. 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.

  10. 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

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