PipelineDeals Help Center
How Does Trackable Email Work?
Trackable email is a powerful tool to gain insight into your recipients' behavior, allowing you to prioritize leads that are more engaged and receptive.
Of course due to privacy reasons, there's no way to actually look into somebody else's inbox. The way we're able to track emails is by embedding a one pixel sized image that is hosted on our servers into the body of the email. When our servers see that the image has been loaded, then we know that the email has been opened. Don't worry, though - one pixel is small enough that your customers won't notice it. Even the period at the end of that sentence is bigger than one pixel!
This means, however, that if your customer's email client prevents images from being loaded when they open an email, you won't know whether or not the customer opened it or not. That's why sometimes you can see that someone's clicked a link in an email, but you don't see that the email was opened. It also means that if they forward your email, refresh their view of their mailbox, or otherwise reload the content of your email, that you may get far more "opens" noted than you might expect since it counts how many times the image is loaded.
Link and attachment tracking work by routing your links through our servers. Clicking on a link or attachment actually takes them first to our server, then redirecting them to the appropriate link or file. When we see them visit our server, we know they clicked on the link or attachment. So if you see clicks on an email but no opens, that's why!
We also are able to block open notifications that originate from within your PipelineDeals account. However, if you open email from your sent folder in your normal email client, your email client will not let us know who opened the email, just that someone using their service requested that the image be loaded. This means that you'll see an open if you open your own email from your normal email client.
Tracked vs. Untracked Individual Emails
While campaigns are tracked automatically, you can choose whether or not to track individual emails. Click on the "Tracked (single recipient only)" button to switch between tracked and untracked emails. However, keep in mind that because of the way email tracking works, if you add additional recipients in the To, CC, or BCC fields, that the email won't be able to track properly. As a result, we do not offer tracking as an option for non-campaign emails sent to more than one person.
Because we need to embed the tracking pixel in the email, emails must be sent through PipelineDeals. Emails sent through your normal email client will not be tracked even if you have a PipelineDeals extension installed on that client, because the extension does not have the capability to embed that tracking pixel.