Overview
Email Engagement Tracking is part of our Sales Engagement package designed to help you track email engagements in your daily communications sent from Outlook. This feature notifies you about email opens and link clicks, enabling you to understand how your clients interact with your emails. By utilizing this data, you can respond more promptly and effectively, improving your overall email engagement strategy.
Enabling Email Engagement
Email Engagement must be enabled to track email opens and link clicks.
While composing an email in Outlook, go to the “Actions” tab in Riva Insight. Under Email Engagement, select "Enable email opens tracking" and/or "Enable link clicks tracking."
This can also be accessed in email read view. Under the “Actions” tab, select “View Email Engagement.” Ensure that Email Engagement tracking is enabled.
Viewing Email Engagement Data
To view the email engagement data:
Navigating to the "Actions" tab in Riva Insight while on email read view.
- Click on the "View Email Engagement" button.
"Current Email" section shows information about the email you are viewing. Data typically appears only for emails in the Sent folder, since those are the emails for which Email Engagement was tracked. For example, you might see an email titled “Welcome to Bank of Mars” with two opens and two clicks, indicating that it was sent to one person.
- "Recent Activities" section gives you a timeline of the most recent engagements your clients had with the emails you tracked.
Click any item to open a more detailed view, including exactly which links were clicked.
In the detailed view, you can also see recipient information, such as the recipient’s location and more.
Syncing email engagement data to Salesforce
To ensure that email engagement information—such as the first opened date, last opened date, and whether the email bounced—is synced to Salesforce for a complete customer 360 view, make sure “Sync open, click, bounce, tracked, and reply data to Salesforce” is enabled.