Engagement and Alerts Considerations for Sales Engagement

Engagement and Alerts

• Alerts appear in the My Feed tab for 30 days. If an email open, reply, or link click occurs within 90 days of when an email was sent, a new alert appears.
• If you’re using Einstein Activity Capture, email open, reply, and link click alerts appear for emails sent to excluded email addresses. These emails and their related alerts are visible only to the email sender.
• Deleting leads, contacts, emails, or email templates doesn’t delete their related alerts.
• If multiple users connect the same mail account to Einstein Activity Capture, email reply alerts don’t appear for that account.
• Email reply alerts appear only for Einstein Activity Capture users.
• For emails that aren’t logged or are logged after they’re sent, open and link click alerts appear in My Feed. However, users can’t click these alerts to view the email content.
• When cadence emails are sent to cadence targets, with other recipients added, alerts appear in My Feed only for cadence targets.
• Clicking email reply alerts in My Feed opens the email in a new console tab.
• The My Feed tab loads more alerts in groups of 15 when you scroll. While alerts load, if new alerts occur an out-of-sync message can appear. To sync the tab, click Refresh.
• When a new engagement occurs, it can take from 3–10 minutes for the My Feed tab to prompt the user to refresh.
• When an email hard bounce occurs, it can take up to 10 minutes for the alert to appear.
• When an email has multiple recipients, replies, soft and hard bounces, and out-of-office replies are tracked for each email recipient. Email opens and link clinks are still tracked per email sent, and not per recipient.
• Engagement data is available in the Sales Engagement component for emails and calls made in December, 2020 and later.