Salesforce Sales Engagement Component Email Tracking on Contact and Lead Records

What the Component Tracks

The component only tracks unique opens of email sent - not multiple opens of the same email. Thus, if an email is sent to a Contact or Lead and opened once or replied to once this will track in the component. However if the same recipient opens the email twice or replies again these actions will not reflect in the component.

## Example: Multiple Emails and Complex Scenarios

• Customer sent 10 emails to Contact C
• Contact C opens 6 of them and among the 6, 2 emails are opened 5 times
• Contact C replies to 2 of these emails. Among the 2 emails, for one of them the email thread (replies) goes back and forth 4 times
• In the end the metrics shown in the Sales Engagement component will reflect: Sent=10, Open=6, Reply=2

The Component is designed as a quick visual indicator of valid responses the user may be interested in. The email replies and threads are tracked in detail in the Activity Timeline.