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HTML Email Open Tracking Not Working in Microsoft Outlook — Salesforce Email Status Not Updating

Дата публикации: May 11, 2026
Описание

This article explains why Salesforce HTML Email Status may not update even after a recipient opens the email in Microsoft Outlook.
HTML Email Status is a Salesforce feature that tracks when a recipient opens an HTML email by loading a small invisible image (tracking pixel) embedded in the email. For tracking to work, the recipient's email client must download images from the internet when the email is opened.
In Microsoft Outlook, image downloads from the internet are blocked by default to protect user privacy from spam. This prevents the Salesforce tracking pixel from loading, which means the "Times Opened" count in HTML Email Status does not increment — even though the email was actually opened.
The solution is to add the Salesforce domain (@salesforce.com) to the recipient's Safe Senders list in Outlook, which allows images from Salesforce emails to be downloaded automatically.

Решение

Adding Salesforce to the Outlook Safe Senders List

Microsoft Office 2007

  1. On the Tools menu, click Options.
  2. On the Preferences tab, under E-mail, click Junk E-mail.
  3. Click the Safe Senders tab.
  4. Click Add to open the Add Address or Domain dialog box.
  5. Type @salesforce.com and click OK.

Microsoft Office 2010

  1. On the Home tab, in the Delete group, click Junk, then click Junk E-mail Options.
  2. Click the Safe Senders tab.
  3. Click Add to open the Add Address or Domain dialog box.
  4. Type @salesforce.com and click OK.

Microsoft Office 2013 and Later (Including Microsoft 365)

  1. On the Home tab, click Junk, then click Junk E-mail Options.
  2. Click the Safe Senders tab.
  3. Click Add to open the Add Address or Domain dialog box.
  4. Type @salesforce.com and click OK.

Note: Single stay-in-touch requests are not added to the HTML Email Status related list. HTML Email Status for mass stay-in-touch requests is not updated when the email is viewed. This is expected behavior.

See also:
Considerations for Email Open Tracking

Номер статьи базы знаний

000385822

 
Загрузка
Salesforce Help | Article