What are the steps to track email response to hybris marketing on-premise system?

[govinda_07]

Hello experts, I would like to understand what are the steps to track the response of emails in the Hybris marketing system. Do we need to provide any specific link in the content studio while designing the email/email template?

[vervinckt_joyca · Accepted solution]

No, just add any url and mark the "tracking" checkbox.

However for an onprem system; you need to make the settings to make the link tracking url's "available" to the outside world. It's not my area of expertise but it's related to the webdispatcher setup, it's described in the installation guide.

Kr,

Joyca

[govinda_07 · Accepted solution]

Thanks vervinckt.joyca

I have asked my Basis team to check the webdispatcher config and make it available for outside world.

[govinda_07 · Accepted solution]

Hi vervinckt.joyca ,

While exploring the web dispatcher I have few more queries

Currently Web-dispatcher is installed on Marketing system. Is this required for Marketing functionality? Or Can we leverage existing corporate “reverse-proxy” as alternative to web-dispatcher?

Marketing system is building the URL links using Marketing system hostname? Can we change the host name to point to external hosts deployed in DMZ ?

Can we leverage Apigee external gateway to funnel requests to Marketing Systems instead of exposing URLs directly from Marketing system ?

Can we use reverse proxy and capture Campaign responses (Open email and Click through) in Marketing ?

Can you please help me on this?

Thanks

Govinda Parate

[vervinckt_joyca · Accepted solution]

Hi Govinda,

These technical settings are really not my cup of tea; so I hope someone from SAP can answer. kunalkumar.bansal do you know about this, or could you point to a colleague who knows about webdispatchers?

Thanks,

Joyca

[govinda_07 · Accepted solution]

Hi vervinckt.joyca ,

Thanks for your response we are now able to route the link through correct channel. However we are facing a strange issue.

After receiving the email via campaign, when we open the email we are not getting the Email Open response back to hybris marketing in Campaign KPI. However when I click on the link of that email "Email Open" along with "Click Through" response is received in the system.

We have made the email template with a link which is marked as Traceable. Correct me if I'm wrong but "Email Open" should get us the response back as soon as the email is opened.

Thanks

Govinda Parate

[govinda_07 · Accepted solution]

Hello kunalkumar.bansal ,

Can you please help me on the above query please.

Thanks,

Govinda Parate

[chrigu1 · Accepted solution]

Hi Govinda,

the email open interaction is created when you load the images in your email. Just opening the email without loading the images within the email won't create the email open interaction.

Technically there is a so-called white pixel embedded in each traceable email. If this pixel is loaded the email open interaction is created. Otherwise there is no feebdack to the SAP Marketing system if an email was opened or not.

Hope that answers your question.

[vervinckt_joyca · Accepted solution]

Hi govinda_07 ,

you can read more about this on this question:

https://answers.sap.com/questions/97381/mail-tracking-is-not-working-automatically.html

some email clients (outlook, gmail, ...) have some limitations in detecting an email opened...

As Kunal already explained technically it's indeed the download of the "pixel image" that triggers the email opened interation.

Kind regards,

Joyca

[govinda_07 · Accepted solution]

Hi chrigu,

Thanks for response. We have designed our email template with some images and when we open the email the image are getting loaded as well. But still we didn't get the response after that. Also we have implemented the note 2572186 and 2675815 suggested by SAP and there was html tag we need to put in the html code if the email template. Even after this our issue was not resolved. We have raised this to SAP and are awaiting there response.

Thanks,

Govinda Parate

[govinda_07 · Accepted solution]

Hi Joyca,

Thanks for response.

Let me go through the thread. However if some of the service provider is having limitation then this need to be checked. We have raised the note to SAP and are waiting for their response.

Regards,

Govinda Parate