You are here:
Guidelines for Tracking Emails in the Outlook and Gmail Integrations with Inbox
When Inbox features are added to the integration Outlook or Gmail, sales reps can track when recipients open emails and click links in emails. Before you enable email tracking for your sales reps, review these key considerations about setup and how emails are tracked.
Required Editions
| Available in: Lightning Experience |
| Certain features are available with Sales and included in Starter, Professional, Enterprise, Performance, and Unlimited Editions |
| All features are available with Inbox, Sales Engagement, or Sales Cloud Einstein. |
General Considerations
- In Gmail, set the Email Tracking option in the panel. You can minimize the panel and still have the email tracked when you send it. In Outlook, the side panel must be open and Email Tracking selected when you send the email for the email to be tracked.
- When emails are sent with Email Tracking enabled, a one pixel image is embedded in the email body. When emails are opened, the information for the tracked emails is passed back to the server. In some Outlook versions and depending on your recipient’s email settings, the pixel shows in native HTML code in the email body.
- The count for opened emails stops at 101 opens. Additional email opens aren’t reflected in the summary.
- Tracking information is gathered in regular, timed cycles. If a recipient opens an email multiple times in one gathering cycle, only the first opening is tracked. If the recipient opens the email again in a different cycle, that opening is tracked as a separate opening.
- Emails opened in an email web client can show as “Viewed from Mobile” when the exact email client can’t be verified.
- The details for all tracked emails are available on the Feed tab. The feed shows the last 30 days’ worth of engagements, with the most recent notifications at the top. To see 90 days’ worth of engagement history for an email logged to Salesforce, reps can use the Engagement History related list on the EmailMessage record.
- If there’s a delay while passing information from the sending user’s mail client to their local Exchange or Office 365 system, Email tracking information can also be delayed. Salesforce is interacting with the user’s message transfer agent, not their local mail client to collect the background information on the sent email for tracking.
- Emails set for tracking are tracked indefinitely.
- Email tracking can work unexpectedly if recipients open tracked emails in Apple Mail on devices running iOS 15, iPadOS 15, macOS Monterey, or watchOS 8.
Email Tracking and Sales Engagement
- The Sales Engagement Work Queue includes the same Feed tab as the integration. Depending on your email integration pane design, you could see a Feed tab in the Work Queue and a Feed tab in the email integration pane. The tabs contain the same engagement information and filter abilities.
Email Tracking Limitations
- If the recipient’s email blocks HTML or images, the email isn’t tracked. If a spam or mail filter touches or executes the tracking pixel that’s embedded in emails for tracking, it’s tracked as opening an email.
- When a tracked email is sent to more than one recipient or to a group alias, the tracking details indicate each time the email was opened. However, the details don’t indicate which user opened the email.
- If an email is forwarded or opened from a Sent folder, the tracking information shows the original recipient, not the person it was forwarded to.
- HTML Email Status Reports don’t include emails sent.
- If the recipient's email client or browser doesn’t support TLS 1.2, the sender doesn’t receive tracking information when the email is opened or links are clicked.
Did this article solve your issue?
Let us know so we can improve!
