Sometimes your messages add value to a new relationship; sometimes you are gauging interest in an offering; and sometimes you are sending critical time-sensitive information. Regardless of why you sent the message, you can use the options to track opens, clicks, and replies to see how recipients are engaging with your messages. You can even use that insight to adjust the subject lines, content, or send times of future messages to increase the effectiveness of your communication.
- Message tracking options
- How to activate message tracking
- Viewing tracking results
- Enabling additional notifications
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). If you unselect any of these options, they will remain unengaged for future messages until you turn them back on. Tracking is available on individual and ScaleMail messages.
Tracking opens tracks if a message has been opened. This required to enable Open Notifications.
Tracking clicks tracks if a link within the message has been clicked. To insert a link in your message, click the link icon in the formatting toolbar when writing the message.
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 that 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 icon. If you unselect any of these options, they will remain unengaged for future messages until you turn them back on.
Viewing tracking results
Tracking results for a message (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 profile for that contact, and on the Messages page, along with aggregated tracking results. Aggregated tracking results for specific Templates are tallied on the Email Templates page.
Go to the contact's profile and find the record of logged interactions. All tracking in the 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, or that the message has been responded to.
On the Messages page, 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 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, or that the message has been responded to. If there is no icon at all, that tracking option was not selected for that message.
Activating additional notifications
An Email Open Notification is available whenever you send an individual (non-ScaleMail) message to a contact and enable Open tracking. To receive an Open Notification, open the bell menu and select the checkbox beside "Notify me if opened" when writing a message.
Notifications appear at the top right of your Dashboard as well as on your mobile device with the mobile app.
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 is 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. You can customize the number of days once selected.
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, visit the Email Templates page.
Can I track the open, click, and reply rates by ScaleMail?
Yes. To view stats by ScaleMail, go to the Messages page 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 view on the Messages page?
Reply tracking (the green arrow in the tracking options for your 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 view 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 mail app (outside of Contactually) are not shown.
How do I disable the email I receive letting me know what 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, just don't engage this setting when sending a message.
Why can't I opt-in into Email Open Notifications on ScaleMail?
You can only opt-in into Email Open Notifications when sending an individual message.
Can I set Email Open Notifications on the mobile app?
No. You can, however, receive Email Open Notifications on the mobile app for iOS (both iPhone and iPad).