Activity Forums Salesforce® Discussions Why only HTML email are tracked by Email Status in Salesforce Lead object? Is there any way to track Text Email also?

  • Saurabh

    March 27, 2017 at 5:58 am

    Hi Pranav,

    Only users who sent the HTML email can generate the HTML Status report.

    The HTML Email Status report must be generated while logged into the user account that sent the HTML Email. Otherwise the HTML Email Status report will return zero records, even when generated by a System Administrator.

    The HTML tracking is only beneficial if the email is received and opened in the HTML format. Many organizations may not permit the reception of HTML emails due to potential security issues they can cause. This will cause the HTML version of the email (and tracking element) to be refused. In those cases, the Text Only version is sent. This Text Only version is more likely to be received, but there are no tracking features available to it.


    1. Add your HTML Email Status report to a Dashboard, and set the 'View Dashboard As:' setting to the user that sent out the email(s). You can then save this dashboard as something like 'Email Campaigns - Sent from [user]'. Any user viewing the dashboard will see the HTML email status, even if they did not send it, and they can refresh the dashboard too.

    2. Schedule a run for the report changing the running user from you to a different user.

    #On the other hand second part of your question The short answer is no. It's not possible in that kind of passive way (an open resulting in a request to load an image).

    Of course you can provide a link in the message and track those conversion - not the same as opens, obviously, but at least a way to measure engagement.

    -Consider that an email is something that is inherently static. The only way to know if someone has "opened" an email is for the email to send some information back to your server. Most email clients these days support HTML emails, which means that you can get the client to request an image (or anything else) from your server by embedding the proper HTML tags. Other than this, you cannot force an email client to do anything it doesn't want to do. It's a separate program on a remote computer, and you have no control over it.

    -There's no foolproof way. There will always be emails you can't track. If someone downloads their email and disconnects from the internet before reading it, you can't track that email. Most email clients allow you to disable image loading now as well if you want to, so that can block tracking too.

    Hope this will help you:


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