Enable HTML email tracking in Salesforce

This article explains how to enable HTML email tracking in Salesforce and describes how the tracking mechanism works in both Lightning Experience and Salesforce Classic.

HTML email tracking allows Salesforce to record when a recipient opens an HTML email by loading a 1x1 pixel tracking image 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.

Important notes:

• Email tracking in both Lightning Experience and Salesforce Classic does not apply to emails sent from Cases or emails that use Email-to-Case.
• In Lightning Experience, use the HTML Email Status report on the Reports tab. This report includes 1:1 emails and list emails. Emails sent using Einstein Activity Capture (EAC) are not tracked on this report. Use the Activity Timeline to track EAC emails. There is no HTML Email Status Related List in Lightning Experience.
• In Salesforce Classic, add the HTML Email Status related list to page layouts to display email statistics to your users. This report includes 1:1 emails and mass emails.
• Some spam filters and mail gateways scan email content and open the tracking URL as they pass the mail. This records the mail as opened even though the actual recipient has not opened it.
• If the pixel image cannot be rendered due to mail client or recipient network conditions, the recipient sees an unrendered image placeholder and the email is not tracked as opened.