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.


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.

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

  1. Avatar

    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?

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