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            Turn On HTML Email Tracking for Emails Sent from Your Company

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            Turn On HTML Email Tracking for Emails Sent from Your Company

            See if and when customers open the emails that you send to them through Salesforce. email sent through Salesforce. HTML email tracking uses a transparent 1x1 pixel tracking image that’s stored on the Salesforce server. When a mail program opens the HTML email and loads the image, Salesforce registers the email as viewed and updates the HTML email status accordingly. This feature applies to all emails sent through Salesforce. You can’t turn it on or off for individual emails or customers.

            Required Editions

            Available in Lightning Experience, Salesforce Classic, and all Salesforce apps
            Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions
            User Permissions Needed
            To turn on email tracking: Customize Application

            HTML emails are sent as HTML files. When an email program that supports HTML emails (such as Outlook) opens the file, it scans for references to images and attempts to load them. That includes the transparent 1x1 pixel image stored on the Salesforce server. When that URL is loaded, Salesforce registers that the email was opened and updates the HTML email status accordingly.

            Pixel-based open tracking technology can be imprecise and doesn't generate foolproof signals. There are false positives and false negatives. For example, some spam filters and mail gateways scan email content and open the tracking URL as they pass the mail. This action records the mail as opened even though the actual recipient hasn't opened it.

            Keep these other considerations in mind about email tracking.

            • In Lightning Experience, email tracking applies to all emails and list emails sent through Salesforce, Microsoft 365, Gmail, Email Relay, and Einstein Activity Capture.
            • Email tracking doesn't apply to emails sent from Cases or emails that use Email-to-Case.
            • To ensure full tracking capability, also turn on Enhanced Email.
            • If a recipient configures their email client to block embedded images or the transparent pixel doesn’t load, Salesforce doesn’t register the email as opened.
            • if the recipient’s email program can’t render the pixel image, the recipient sees an unrendered image placeholder.
            1. From Setup, enter Activity Settings in the Quick Find box and select Activity Settings.
            2. Select Enable Email Tracking.
            3. Click Submit.
            4. From Setup, enter Enhanced Email in the Quick Find box and select Enhanced Email and enable the feature.

            As recipients interact with the emails your organization sends, you can see the status in these places in Lightning Experience.

            • The activity timeline for emails sent when Einstein Activity Capture in enabled.
            • Email page layouts. Add the First Opened and Last Opened fields to your email page layouts to show tracking information for emails not sent with Einstein Activity Capture enabled.
            • In the HTML Email Status report on the Reports tab. This report includes one-to-one emails and list emails. Emails sent when Einstein Activity Capture is enabled aren’t tracked on this report. Use the activity timeline instead.

            And in these places in Salesforce Classic.

            • In the HTML Email Status related list. Add the related list to page layouts to show email statistics to your users. This related list includes one-to-one emails and mass emails.
            • In the HTML Email Status report.

            See Also

             
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