What are soft and hard bounces?
A soft bounce represents the "blocks", while a hard bounce represents "bounces" in the email metrics. You can see both on the Email Analytics page.
Can I export unsubscribers and bounces?
You can see the number of contacts who unsubscribed from an email or bounced on the Email Analytics page, and these contacts via Audience > Suppression. To export the figures, refer to Exporting Overall Email Analytics.
Do spam rates show the percentage of emails that land in the spambox rather than the inbox?
No, the spam rate refers to the subscribers who report the respective email as spam.
Can I send email engagement data per user with a webhook?
Yes, you can get the following email events with the webhook for email events: Email sent, email dropped, email delivered, email open, email click, email unsubscribe, email bounce, blocks, and spam complaint.
What's the difference between blocks in the campaign analytics and those in the email analytics?
The blocks in the email analytics represent the blocks that belong to all sent campaigns, while those in the campaign analytics represent the blocks only for that specific campaign.
Can unique clicks be different from the sum of unique clicks on the link click activity?
Yes, they can be. The unique clicks metric is the number of times that the recipients clicked to the CTA in your message for the first time. However, unique clicks on the link click activity are calculated based on unique recipients as per the link.
For example, both users A and B open an email campaign. Each user clicks 3 different links in the same email.
Link 1: Clicked by users A and B
Link 2: Clicked by user B
Link 3: Clicked by user A
Link 4: Clicked by user A
Link 5: Clicked by user B
In this case, the unique clicks in the email will be 2 as it is only users A and B who click the email campaign. The unique clicks will be as follows per link:
Link 1: 2 unique clicks
Link 2: 1 unique click (even though user B clicked it 5 times in the same email)
Link 3: 1 unique click
Link 4: 1 unique click (even though user A clicked it 18 times in the same email)
Link 5: 1 unique click
This example shows that the unique clicks (2) are not summed up with the link click activity unique clicks (6).
If users mark certain emails as read before actually opening the email, will it be counted as "email opened" in our open rate?
If a user marks it as read without opening it, it doesn't get counted on our end as opened. Considering such cases, tracking the email click rate instead open rate might be a more reliable metric.
Is “Mark As Read” added in the open metric calculation?
No, "mark as read" is not included in the open metric calculation. We track opens by adding an invisible, one-pixel image at the end of the email. If the email recipient has images enabled in their email client and a request to our servers for the invisible image is executed, an open event is logged. It is not possible to track opens through "mark as read" since the image would not be triggered and thus would not count for this metric.
Why does the detailed report show a different number of opens and clicks when compared to the single campaign analytics?
When you export the detailed email report, you will see the numbers based on the selected period you set on the date picker. For example, if you export a detailed report for 1 February - 28 February, all the email campaigns you launch from the first time will be generated. In this case, you might see the clicks and opens reflected with a very low number compared to the campaign analytics as you see the number only from the period you select when you download the report.
The campaigns that were launched previously might also have opens or clicks at the current time and they will be reflected in the report. The number might not be as much as the total number when the campaign was sent to users the first time.
How are open metrics affected by the new Apple Mail grouping? Since emails are grouped by sender name, does this impact the open rate?
When different emails are sent with the same sender name, they are grouped together. If the user opens the second email without opening the first one, both emails may be marked as opened in analytics. This can lead to an inflated open rate.
Why are my email link tracking results inconsistent for Outlook users and what’s the solution?
Due to a technical limitation, this issue affects only Windows users on the “old Outlook view” (e.g., older Office 365 versions). Our email service provider (SendGrid) cannot reliably track links embedded within Outlook’s specific HTML tags (MSO tags) in these versions. Users on “New Outlook” or other operating systems are unaffected.
How can I ensure accurate link tracking for users on older Windows Outlook versions?
To ensure accurate tracking for these specific Outlook users, you need to manually add custom tracking parameters to your links during the email design.