Available with the following plans:
Email click tracking is a powerful tool for gauging customer engagement, interest, and intent. This article will cover:
How you can use this feature
Gauge a prospect’s interest and intent
Contracts
Statements of work
The new
#BookingLinkmerge field
Keep stakeholders on track
Designs that need signoff
Stakeholder approvals
Recognize friction in your feedback process
If you’re sending surveys to qualify leads, assess project requirements, or collect feedback, click tracking can help identify friction points. High open rates but low clicks may indicate the email copy needs improvement. If both open and click-through rates are high but survey responses are low, consider refining the survey questions.
How click tracking works
Users on the Business plan who are sending emails from the Copper web app or mobile app can enable email tracking to track email opens and link clicks.
Here’s an overview of how it works:
Tracking token: When you insert a hyperlink into an email, Copper replaces the link with one that has a tracking token. But don't worry, there's no impact on your link — it'll still go to the right place.
Link clicked: When the recipient clicks the link, the tracking token is passed with the URL.
Server notification: The tracking token is sent to Copper, and we log the click and the date/time.
You must be on the Business plan and have Email Tracking enabled to track link clicks.
Limitations and considerations
Because a click is an explicit end-user action, click tracking is considerably more reliable than open tracking. However, there are still some limitations and considerations to keep in mind.
No third-party app support: Emails will not be tracked if they are sent from third-party apps such as Outlook, Thunderbird, or Apple Mail or if they are sent from other mobile apps, including the official Gmail app.
No Copper Chrome Extension support: Currently, hyperlinks in emails or email templates sent from Gmail with the Copper Chrome Extension are not tracked.
Tracking tokens are unique to the URL, not the recipient: Any clicks on the link will be tracked in Copper, including forwarded emails and emails with multiple recipients.
“Self clicks”: Unlike open tracking, IP address is not used to filter out clicks. This means if you open the email in your Sent folder and click the link, the click will count in Copper. Or if you CC colleagues on the email and they click the link. This limitation is less significant for 1x1 emails, which make up the majority of emails sent from Copper.
Enabling or disabling tracking
First, be sure your Copper account was created with and is synced to your Google account. If you need to change the email address associated with your Copper account, please reach out to support via the in-app chat in the bottom right of the web app.
Enabling tracking for emails sent from within Copper
Open the Copper web app and navigate to Settings > Personal Preferences > Email Settings & Templates
Under Email Preferences, select Send and Reply from Copper
Scroll to the bottom of the page to the section Email Tracking and check the checkbox
Disabling tracking for all emails
Open the Copper web app and navigate to Settings > Personal Preferences > Email Settings & Templates
Scroll to the bottom of the page to the section Email Tracking and uncheck the checkbox
To un-track a specific email that you previously sent
Open the Copper web app and navigate to My Tracked Emails in the left-hand navigation
Hover your mouse over the email you wish to un-track and click the trash can icon on the right-hand side
Sending tracked links from Copper
For a link to be tracked, it must be intentionally added as a link. Links in emails and email templates will be automatically tracked if:
It is added via the Insert Link option in the formatting toolbar on the email composer, bulk email composer, and email template composer
It is the value for a merge field with type = URL — including the new
#BookingLinkmerge field!It is a hyperlink added to an inline image
Links in emails and email templates will not be tracked if:
It is sent from the Chrome Extension or a third-party app
It is typed in as plain text (i.e., www.copper.com)
It is the value of a merge field that is not of type = URL
For example, if you have a merge field of type = Text and you’ve placed a link into the field
Where to see tracked emails
There are multiple places where you can view the clicks on links within your emails. We’ve added click tracking alongside open tracking, making it easy to find this new feature.
On the email activity in the web app, including in Feed, in My Tracked Emails, and on records
On the email activity in CRX
On the email activity in the mobile app
In the email automation details panel, as part of outreach metrics
Wherever you see the open envelope icon on an email activity.
In the web app and Chrome Extension, you’ll see an open envelope icon if there are email impressions — including opens or clicks.
In the mobile app, you'll see a link to impressions.
Click in to see the opens or clicks.
In My Tracked Emails.
From the left-hand navigation of the web app, you’ll be able to see emails with click tracking right alongside open tracking. Hover over the open envelope icon to see the email impressions — including opens or clicks. You now have a new filter for Link Clicked in the upper right.
As part of outreach metrics for your email automations.
We’ve revamped the automations details panel to give you at-a-glance insight into how your outreach is performing. Here’s what’s new:
New Clicked Links Tab: See the percentage of contacts who clicked a link, along with the specific link and date for each contact
New Opens Tab: View the percentage of contacts who opened your email and the specific step they opened
FAQs and troubleshooting
If you are experiencing issues with click tracking, there are a few troubleshooting steps you can take:
Check that you have Email Tracking enabled in Settings
Check that you explicitly added links as hyperlinks and not plain text
Check that the emails were sent from Copper — keep in mind that emails sent from Gmail with the Chrome Extension are not actually “sent from Copper” as you are in Gmail
Will it show clicks per recipient?
Will it show clicks per recipient?
Recipients are not given unique links to click. The tracking token is attached to the link itself. Anyone who clicks the link will have their click tracked, including you.
This shouldn’t be an issue for the 1x1 emails you send from Copper, including bulk emails and email automations — just don’t go into your Sent folder in Gmail and click the link yourself.
Will it track multiple links in an email?
Will it track multiple links in an email?
Yes! Any links in your email will be tracked, provided they are intentionally added as links as detailed above.
Why isn’t click tracking working for some of my email templates?
Why isn’t click tracking working for some of my email templates?
If the email template was created prior to the release of the click tracking feature, you’ll want to delete and re-add any hyperlinked text, hyperlinked images, and/or URL merge fields. We are not able to retroactively add tracking tokens to links in email templates created prior to the release.
Have a question? Contact our Customer Success Team using the in-app chat 💬
Have a suggestion? Check out the Ideas board in our Community 👥