Considerations for Email Open Tracking

In Lightning Experience, email tracking applies to all emails and list emails sent through Salesforce, Office 365, Gmail, Email Relay, and Einstein Activity Capture.

• If email tracking is enabled, emails sent before Winter ‘19 don’t show the correct tracking information in Lightning Experience. The activity timeline and the email record home show Not tracked for these emails. The correct tracking information is available in the HTML Status report.
• An email isn't tracked if any of these are true:
  • The recipient field has an email address only, and no related contact, lead, or person account.
  • The body of an email is blank.
  • The email is sent from Cases or from an email that uses Email-to-Case. If you create an email from a Case in Salesforce Classic by using the EmailAuthor action and send it to a Contact, the email is tracked.
  • A user configures their browser to not download embedded images.
• For full functionality of the HTML Status report, the user must have access to leads and contacts.
• Spam filters or mail gateway scans can cause inaccurate results for user email tracking. An email can seem opened, or a link can seem clicked, even though no recipient has opened the email or clicked a link.
• Pixel-based open tracking technology is inherently imprecise and doesn’t generate foolproof signals. There are false positives and false negatives.
• Emails sent by Einstein Activity Capture users don’t show up in the HTML Email Status report, but tracking info is shown in the activity timeline.
• List emails show tracking information in the HTML Email Status report only.
• In Salesforce Classic, email tracking applies to HTML-based emails and mass emails.
• Email tracking in Lightning Experience doesn't apply to emails sent from Cases or emails that use Email-to-Case.
• Lightning Experience organizations must turn on Enhanced Email.
• The Last Modified Date field on an email’s detail page doesn’t update when the email’s First Opened or Last Opened fields change.