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Mail open action cannot be tracked

Jan 14, 2017 at 05:35 AM


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Former Member

Hi All,

We are confusing with the following behavior of campaign mail track:

The mail open behavior will not be tracked unless the link inside the mail is clicked, here is the data we monitored in table CUAND_CE_IA_RT:

-When open mail, no interaction data is created.

-When click the link inside the mail, the following two rows will be created



Is this intended behavior? How to track the mail open what if user just open the mail without clicking the link?

Many thanks and Best Regards,

Justin Zhuo

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1 Answer

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Johannes Voglsam
Jan 31, 2017 at 10:44 AM


ideally it should work the following way.

The mail contains a Pixel.gif (1x1) that is used for tracking if the email was opened. The prerequisite is that the user mail client enables picture download - once the image gets downloaded from the server, the EMAIL_OPEN interaction is created.

For links it works a similar way, once the link gets redirected to the target URL the CLICK_THROUGH interaction is created.

If no EMAIL_OPEN interaction is created so far, the link tracking also generates the EMAIL_OPEN interaction, however this should work without having links in the mail as well.

Can you try to open that mail in a browser and see if the EMAIL_OPEN interaction gets created.

best regards,


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Former Member

Hi Johannes,

Totally agree with your suggestion.

I have confirmed with development team and was told that MAIL_OPEN action was not able to be captured in Gmail web client, this is the gmail web client limitation as it will filter the suspicious gif link automatically.

Many thanks and Best Regards,

Justin Zhuo