How Do I Track Email Opens & Clicks in Salesforce?
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.
James
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?
Siva Devaki
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
SAge
Can you see open rates on the mass emails via list views listed in the same article?
Siva Devaki
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-
Rajesh Unadkat
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?
Ric
Does the “First Opened” and “Last Opened” include contacts in CC or BCC, or is it just the TO email address?
Siva Devaki
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.
Xen Reyes
Hi Siva. Is that documented somewhere? I have a requirement about only tracking the TO recipients.
Dorian Deschesne-Walsh
Does Salesforce native email count email opens if the email is shared/forwarded? I have some # of times opened in the hundreds…
Siva Devaki
Yes, the email open count gets incremented for the forwarded email too.
Leonardo
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
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
Raj
Have you found out if this is possible, I have been unable to add the first and last opened fields in Lightning.
Simran
How to track the same statistics for email which is sent by scheduling a report in salesforce?
Rob
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
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
Does this work with emails sent from automations such as flow?
B2BABM
Are you able to track which Account opened the email in SFDC?
Christine Marshall
Can you explain what you mean? Do you mean if an email has multiple recipients?
Massimo Tarquini
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
Yes – this applies to the Activity Timeline component.
DavidE
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
Can you check which customer opened the emails?
SalesforceUser
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
If the email contains hyperlinks can we know how many unique clicks ?
Zac
+1
Tyler
+1
Tyler
++1
Dan
+1
Utkarsh
Can you track who has replied to the mail that you’ve sent via Salesforce?
Mark
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
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
Can you track who has opened an email when there are multiple recipients?
Jake Radelet
+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?
Daniel
does it woek with custom object ?
Manoj
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?
Betty Smith
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?
Brittney Hill
Hi Betty – did you ever get an answer on this? I have the same request from some of my users.
sharon
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
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?
Denzel
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?
suvarna
Is it possible to capture the date when an email is send.
Neena
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
Is it possible to populate a date field in a Contact record after sending email through Send List Email button?
Hideko
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
Can this tracking be done on email alerts?
Roshan
how can i received client reply email in my Salesforce org.
Fiona Mainey
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?