Contactually

Email Open Notifications and tracking

Last Updated: Oct 27, 2017 02:27PM EDT
 
Engage in the moment, knowing your message has been opened

You send a Follow-Up and are eager to add value and continue the conversation. Use the Email Open Notifications feature to identify exactly when the recipient opens your email, and leverage that opportunity to connect in the moment. Instantly receive a notification on your desktop or iOS as soon as your message is read. Make a quick phone call to a hot lead you know is engaged and available and drive conversion while you’re top of mind.

Want to track other things about your emails? Use the options to track opens, clicks, and replies to see how recipients are engaging with your messages. Then use that insight to adjust the subject lines, content, or send times of future Follow-Ups to increase the effectiveness of your communication.

 


How to activate Email Open Notifications

Email Open Notifications are available when you send a Follow-Up from the Dashboard. To opt in, simply click "Follow Up" on the Dashboard prompt, and once in the Follow-Up modal, tick the checkbox beside "Notify me if opened." Notifications appear at the top right of your Dashboard as well as on the iOS mobile app.




Message tracking options

By default, Contactually tracks if messages have been opened (the message icon), if a link within the message has been clicked (the circular icon), and if the message has been responded to (the arrow icon).

Tracking opens tracks if a message has been opened.


Tracking clicks tracks if a link within the message has been clicked, not if the message itself has been clicked on. If you're using a Template, you should only track clicks if there's a link to track. Otherwise, your Template click stats will be inaccurate. To insert a link in your message, click the link icon in the formatting toolbar in the Follow-Up modal.

Tracking replies tracks if the recipient has responded to the message. You can also opt in to be alerted if the recipient hasn't responded within a period of time you set.


How to activate message tracking

By default, Contactually tracks opens, clicks, and replies. You can disable one or all tracking options by clicking each green so that it turns gray.





A green arrow indicates replies are being tracked.
When tracking replies, you'll have the option to be alerted on the Dashboard when your messages have gone unanswered within a timeframe you've set. A checkmark next to "Generate a follow-up Task if no response in: ____ days" indicates you'll receive a Task on the Dashboard to follow up with the recipient if the message does not receive a reply. To change the timeframe you want to wait before the Task is generated, erase the default number of days and type in the desired number after "Generate a follow-up Task if no response in: ____ days."

This is a great feature for when you need a reply. If you don't need a reply or don't want to be alerted that the recipient has not replied, don't tick this checkbox.


Viewing tracking results

Tracking results for a Follow-Up (with a single contact or as part of a ScaleMail) can be viewed in two places: to the right of the logged message on the contact record for that contact, and in the Messages tab at the top of the Dashboard. Aggregated tracking results for specific Templates are tallied on the Templates tab.


Contact record of the contact profile

Go to the contact's profile and find the contact record of logged communications. All tracking in process is indicated by gray icons. All completed tracking is indicated by blue icons. In other words, blue icons indicate that the message has been opened, that a link within the message has been clicked, and that the message has been responded to.






Messages tab

Click the Messages tab at the top of your account. Use the options on the left hand side to view by individual message or overall ScaleMail. To further filter, you can use the narrowing options at under Filters on the left hand side and show only the messages that meet specific criteria.





All tracking in process is indicated by gray icons. All completed tracking is indicated by green icons. In other words, green icons indicate that the message has been opened, that a link within the message has been clicked, and that the message has been responded to. If there is no icon at all, that tracking option was not selected for that message.





Don't be confused by the red arrow in the Follow Up column. Clicking this arrow allows you t
o respond to the email you sent. It does not indicate tracking. Clicking the message or phone icon allows you to text or call the contact.


FAQs

Does click tracking tell me which link was clicked?

No, tracking clicks only tells you that a link within the message was clicked, not which one.

Can I track the open, click, and reply rates for Templates?

Yes. To view stats by Template, click the Templates tab.

Can I track the open, click, and reply rates by ScaleMail?

Yes. To view stats by ScaleMail, go to the Messages tab and click ScaleMails on the left hand side. Click the subject line of a ScaleMail to view a breakdown by individual recipient.

What is the difference between reply tracking, the option to be notified if there's no reply after a certain number of days, the email I receive letting me know my messages haven't been answered, and the Awaiting Your Reply filter on the Messages page?

 
Reply tracking (the green arrow in the tracking options for your Follow-Up message) tracks if an email you've sent has been responded to. The option to generate a follow-up Task monitors if you receive a reply and issues a Dashboard Task after the number of days you've specified to let you know the message hasn't received a response.

The email you receive from Contactually showing unanswered messages reminds you that you haven't received a reply to those messages. The email does not take into account whether or not you've activated reply tracking or opted in to be notified if there's no reply after a certain number of days. In other words, you receive the email regardless of other email tracking options you have (or haven't) enabled.

The Awaiting Your Reply filter on the Messages page shows you emails you've received and haven't responded to yet.
The emails shown are from conversations you initiated from Contactually. Junk mail, emails from conversations you did not initiate (i.e. you did not send the first email in the conversation), and emails from conversations you initiated from your inbox (i.e. outside of Contactually) are not shown.

How do I disable the email I receive letting me know that messages I've sent haven't been answered?

Go to Contactually's Settings and click Follow-Ups on the left hand side. Clear the checkbox next to "Notify me when a contact opens but does not reply to a message." Then click Save Settings.

This disables the email listing unanswered messages, not Dashboard notifications triggered by the option to "Generate a follow-up Task if no response in:
 ____ days." To prevent Dashboard notifications for unanswered messages, simply don't opt in to the "Generate a follow-up Task if no response in: ____ days" option when sending a Follow-Up.

Can I receive Email Open Notifications on my Android?

Not yet, but this is coming as we continue to build out the new version of the Android app.

Why can't I opt in to Email Open Notifications on ScaleMail or when following up from the contact profile?

You can only opt in to Email Open Notifications when following up from the Dashboard or the Messages tab.

Can I opt in to Email Open Notifications on the mobile app?

No. You can, however, receive Email Open Notifications alerts on the mobile app for iOS (both iPhone and iPad). Accessing Contactually on the internet browser of an iPad displays alerts on the Dashboard just as accessing Contactually on the internet browser of a desktop or laptop computer does.



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Replying to emails and ScaleMail
 
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