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Email Engagement Data in Unified Messaging
Unified Messaging captures email engagement data in two data model objects (DMOs) in Data 360. Every send or interaction with your email messaging activities generates this information. You can use these fields to segment audiences or populate reports on your messaging activities.
EmailEngagement DMO
This DMO contains information on these email engagement event types.
- SendStatus—the final status of a message’s delivery attempt to each recipient
- Bounce—a sent email message couldn’t be delivered to an inbox
- Open—an email message is opened
- Click—a link in an email message is clicked
- Unsubscribe—a recipient opts out of further messaging as a result of a send
- Complaint—a recipient registers a complaint about a message with their service provider
- Reply - recipient replies to an email message
- Reply_conversation - recipient replies to an email message in active two way conversation
All send types include this information.
| Fields | Description |
|---|---|
| EventID | A unique identifier for the specific event |
| EventType | The type of event that occurred |
| EventDateTime | A timestamp indicating when the event occurred |
| IndividualID | A unique individual associated with the event |
| ContactPointEmailAddress | The recipient email address used in the send |
| ContactPointID | An identifier of the contact point record that was used for the send |
| BulkEmailMessageID | A unique identifier for the send entity associated with the engagement event. Each BulkEmailMessage in Data 360 is associated with a ListEmail object. Context information about a Flow Send Email action is captured to a unique ListEmail object when the Flow is activated. |
| RecipientMessageID | An identifier for the unique instance of a send to a specific recipient |
| Component_Id | An identifier for the related email component within a dynamic content block. This value contains the clicked link. |
| Personalization_Content_ID | An identifier for the related personalization decision. This value contains the link used by the personalization service to determine the content displayed as dynamic content. |
Some fields in the EmailEngagement DMO are specific to only certain event types.
| EventType | Field Name | Description | Values |
|---|---|---|---|
| Bounce | BounceType | The type of bounce the email message experienced |
|
| BounceReason | Text that describes why the email couldn’t be delivered | ||
| Click | LinkURL | The URL that was clicked, not including tracking parameters | |
| RecipientIP | The IP address of the recipient that clicked the link | ||
| ResolvedURL | The URL that was clicked, including tracking parameters | ||
| UserAgent | Information about the device, operating system, browser, and mail client used when the message was clicked. This information is provided by the client's web browser. Salesforce doesn’t guarantee the accuracy or completeness of this data. Use as reference only. | ||
| Open | RecipientIP | The IP address of the recipient that opened the message | |
| UserAgent | Information about the device, operating system, browser, and mail client used when the message was opened. This information is provided by the client's browser. Salesforce doesn’t guarantee the accuracy or completeness of this data. Use as reference only. | ||
| SendStatus | SendStatus | The status of the delivery attempt for a message to a specific recipient. We generate one SendStatus event result per recipient attempted for each send. |
|
| NotSentReason | The reason that the send didn’t occur. |
For more information, see Email Send Validations in Unified Messaging. |
|
| Unsubscribe | UnsubscribeSource | The location where the unsubscribe request took place |
|
| Complaint | ComplaintSource | The location where the complaint occurred |
NotSentReason Values
This table lists the possible values for the NotSentReason field, and the steps that you can take to resolve each issue.
The NotSentReason field maps to the Engagement Action Reason field of the Email Engagement DMO. To identify recent reasons, open that object in the Data Explorer. If the field doesn't appear, click Edit Columns to add it.
| Value | Resolution |
|---|---|
|
Message didn't send because internal error occurred while trying to send message |
Try again later. |
|
Can't verify recipient consent |
Make sure the recipient provided consent to receive your email messages and try again. |
|
Tried to send promotional email to recipient without opt-in |
Try the send again after the recipient provides opt-in consent. |
|
Reached or exceeded sending allowance |
Work with your Salesforce account executive to purchase more entitlements and try the send again. |
|
Data graph doesn't contain valid personalization information |
Review your data and try again. |
|
From address not authorized to send email |
Make sure the From address is valid, then try the send again. |
| Invalid number of data graphs | Review the data graphs and try again. |
|
Message was missing a recipient email address. |
Add at least one recipient email address to your send and try again. |
|
Message wasn't sent because it included an unsupported preference center merge field |
We can't send a message with an unsupported preference center merge field. Review the merge field and try again. |
|
Can't retrieve profile attributes |
We can't retrieve profile attributes for this send. |
|
Recipient address returned hard bounce in previous send attempt |
Removed address from send and try again |
|
Failed to render because of syntax errors |
Make sure you’re using a valid message, then try the send again. |
| Message wasn't sent because the time-to-live (TTL) value was exceeded |
Try again later. |
|
Sending failed for primary recipient, skipping CC addresses |
Resolve the primary recipient send issue and try again. |
|
Synthetic CC enabled. Skipping CC send for internal CC addresses |
Remove internal addresses from CC, or turn off synthetic CC for this send. |
BulkEmailMessage DMO
This DMO contains contextual information on the send itself.
| Field | Description |
|---|---|
| BulkEmailMessageID | A unique identifier for the send entity associated with the engagement event |
| SendName | A user-provided name associated with the send, as indicated by the Send Email action’s Label in Flow |
| FromName | From name associated with the send |
| FromAddress | From address associated with the send |
| MessagePurpose | Purpose of email message |
| Subject | String contained in email subject line |
| ManagedContentID | A unique identifier for the email content used for the send |
| MarketSegmentID | The unique identifier of the target segment associated with the email send |
| FlowElementRunID | A unique identifier for the specific run of the flow that sent the email message |
| CampaignID | Unique identifier for campaign associated with the send |
Sample Use Case
After the events take place, you can use the data captured to create segments for use in sending targeted messages. For example, you can create a segment of unified individuals based on who clicked links from your messages at least three times in the past month. Segment on the EventDateTime value associated with the Open event types, and then collect the IndividualID values to determine who receives further messages.
