Loading

Custom Redirect activity not captured when using tracking opt-in settings in Account Engagement

Fecha de publicación: Sep 30, 2025
Descripción
When tracking opt-in is required for a visitor, clicking through a custom redirect will not record a visitor activity for that custom redirect click until the visitor has opted in to being cookied. This means if a custom redirect is the first touch for a visitor, then it will not be recorded as a visitor activity for that visitor because the activity occurred prior to the visitor opting in.
Solución

What causes this behavior?

This behavior occurs when the Tracking Opt-In Preferences for your Account Engagement org are set to require opt-in for a particular prospect. These preferences are set in Account Engagement via:
A) pi.pardot.com: Admin > Domain Management and click on the "Edit Tracking Opt-In Preferences" button at the top-right.
B) The Account Engagement Lightning App: Account Engagement Settings > Domain Management and click on the "Edit Tracking Opt-In Preferences" button at the top-right.

More information about these preferences can be found here.
 

Behavior when opt-in is not required

If opt-in is not required for a particular visitor or prospect, then clicking through a custom redirect will always record a visitor activity for that visitor or prospect.
 

Behavior when opt-in is required

If opt-in is required for a particular visitor or prospect, then clicking through a custom redirect will only record a visitor activity after that visitor or prospect opts in to being cookied. After a cookie has been set, then custom redirect clicks will record a visitor activity for that visitor or prospect on the current and future visits.


Why does it behave this way?

Turning on the opt-in requirement in Account Engagement means that affirmative consent is required before an Account Engagement customer can set a cookie on a visitor's system. Because there is no technical solution to collect consent on the first touch of a custom redirect, a cookie cannot be set and visitor activity data cannot be stored until consent is collected via some other mechanism, such as the visitor visiting a landing page.
 

Where to get more information

You can get more information about Consent Management for Account Engagement here.
Número del artículo de conocimiento

000392805

 
Cargando
Salesforce Help | Article