Note: Email Tracking is available within the Email Sync feature of the Gold plan. To switch to the Gold plan, go to Settings > Billing > Change plans.
What is Email Tracking?
Email tracking functions are used by companies that want to know when their sent emails were opened by their customers.
This is done by adding a tracking pixel to each email where tracking is enabled, which registers when an email has been opened by the recipient, and if links in that email have been clicked.
Note: If a contact you are emailing has images disabled in their email client — or if the email is set to plain text (instead of HTML) — the tracking pixel will not work, and email opens will not be tracked.
How to setup Email Tracking
To enable Email Tracking in your account, go to Settings > Personal > Email integration.
If you have connected an email account through the Email Sync feature of the Gold plan, you will find 'Email tracking' options listed there.
If you have not yet connected an email account, you can learn how to do so here.
- Open tracking will inform give you information about when the recipient opens your sent email.
- Link tracking will give information about when any links embedded in your emails are clicked by the recipient.
- Notifications for tracking activities will inform you about the above information through the notification bell of the Pipedrive app.
Using the Email Tracking feature
When these options are enabled, your Send Mail functions — in the Mail tab and Detail Views — will have the icons to enable the tracking options.
In order to enable tracking for the email you are about to send, click the 'Enable open tracking' or 'Enable link tracking' options in the Send Email area.
Note: In order to track email opens or clicked links, these options will need to be clicked before sending the email.
When you have sent an email with these options enabled, you will be able to check in on this information within the sent email itself when viewed in the Mail tab, or the sender can also view the information in Detail Views, by hovering your mouse over the associated open and link icons. Once an email has been opened or a link has been clicked, the icon will become opaque and hovering over the icon will provide information about when the open was opened or when the link was clicked.
When an email is opened, the icon will become solid and will contain information about the occasions when that email was opened or when that link was clicked.
Keep in mind that your customers may have settings within their email client that prevent the tracking of email opens and link-clicking.
If that is the case, Pipedrive will not be able to provide any tracking information for those emails.
If an email is sent to several recipients — for example, through cc'ing or forwarding — Pipedrive will not be able to tell you which recipient opened the email, but will still inform you that the email was opened at a specific date and time. This will allow you to track if an email was opened by multiple recipients, but it's worth noting that it only applies to the original recipients. If the email is subsequently forwarded on, this will not be tracked.
Enabling the tracking functions in Pipedrive also allows for you to filter for those tracked emails while in the Mail tab of your Pipedrive account.
To filter for emails with the tracking enabled, go to the Mail tab, click the Filter button and select the Mail tracking enabled option found there.