Considerations for Tracking Emails Sent from Salesforce Inbox

General Email Tracking Considerations

• To restrict access to email tracking, from Setup, turn off email tracking in the Salesforce Inbox page.
• The sender’s email and the recipient’s email must allow for images with an email for email tracking to work correctly.
• An email set for tracking is tracked indefinitely.
• Tracking information is gathered in regular, timed cycles. If a recipient opens an email multiple times in one gathering cycle, only the first opening is tracked. If the recipient opens the email again in a different cycle, that opening is tracked as a separate opening.
• Email tracking can work unexpectedly if recipients open tracked emails in Apple Mail on devices running iOS 15, iPadOS 15, macOS Monterey, or watchOS 8.

Email Tracking Push Notifications

To receive push notifications each time a recipient opens a tracked email, these settings are required.

• The Inbox app setting Tracked Email Was Open notification is on.
• The Smart Tools menu, Email Tracking option is on.

If the Inbox app is open, reps can find notifications about tracked emails in the Feed tab available in the More menu. Push notifications aren’t sent if the rep is in the app. In the Feed, the read count for an email updates each time the recipient opens the email.

Email Tracking Limitations

• The count for opened emails stops at 101 opens. Additional email opens aren’t reflected in the summary.
• Email open tracking details indicate each time an email was opened, but don't indicate which user in the group opened the email.
• If an email is forwarded or opened from a Sent folder, the tracking information reflects the original opener of the email as the recipient, not the recipient of the forwarded email.
• When sales reps log a tracked email from the Outlook or Gmail integration with Inbox, the email tracking information appears in the activity timeline.
• If the recipient's email client or browser doesn’t support TLS 1.2, the sender doesn’t receive tracking information when the email is opened.
• If you use Inbox with Einstein Activity Capture (EAC), to exclude the same addresses that EAC does, add them manually.