Activate and understand Email Tracking

ProBiz.pngEmail tracking lets you see if emails you've sent to contacts have been opened. This can help inform the availability of your contact; the status of a conversation or deal; or the best approach for continuing to communicate with your contact.

In this module, we'll tackle the following:

Understand email tracking

Define your workflow

Activate email tracking

Understand email tracking

If you sync Copper with Gmail, you can track your emails to see when they're opened as long as you also do one of the following:

1. Activate the 'Send and reply from Copper' email preference, and send emails from the Copper web or mobile app.

OR

2. Install the Chrome extension for Gmail and Inbox, and send emails from the Gmail web app (this is not currently available on the Gmail mobile app).

Copper does this by embedding an invisible tracking pixel inside your emails. On the email tracking page of the web app or the Chrome extension, the envelope icon to the right of the email will be color-coded to show open, unopened or muted status. You can hover over the color-coding to get more details about the activity of that particular email chain, to mute notifications around that email chain or to view the chain in Gmail. The lock to the right of the email indicates whether the email is public or private within Copper:

EmailTracking.png

Let's explore the color-coding of icons in more detail.

If the envelope is open, the email has been viewed. The number attached to it indicates how many times it has been viewed:

ET2.png

If the envelope is unopened and paired with a zero, it has not been viewed:

ET3.png

If the lock is red, the email is set to private. That means only you and Admins can view it in the activity log for that lead or person:

ET15.png

If the lock is green, the email is public. That means all Copper users can view it in the activity log for that lead or person:

ET16.png

Although the locks determine visibility in the activity logs, all users will only see their own emails under 'My Tracked Emails.' Even Admins can only track their own emails.

Now, let's explore the 'Email Activity' feed that displays when you hover over an email. You'll also receive browser notifications when one of these activities occurs, unless you turn them off in the 'Extension Settings' in the Chrome extension.

The browser notifications that alert you to updates in an email chain's activity refer to the people involved in the activity in three ways:

By name - If one person is taking the action, the notification will state their name.

By 'Someone' - The email was sent to multiple recipients, and one of them engaged with it.

ET12.png

By 'You or someone nearby' - This could refer to any of the following:

  • a coworker on their computer or their phone
  • a contact on their phone
  • a contact using a non Gmail email address
  • yourself on a different computer or on your phone

Note: For tracking to work, your recipient has to have images enabled in their email inbox. If they do not, you will not get an email tracking notification.

Also Note: if you send emails from your mobile device or from a non-registered Copper email, emails will not track.

Define your workflow

To determine if email tracking will enhance your workflow, answer the following question:

What is your company's email response rate from customers? If you're looking to improve it, this feature can help pinpoint which customers you need to work with on communication.

Once this feature is activated, you might consider asking customers who are delayed or unresponsive in opening emails what their preferred communication style is. You'll also be able to proactively determine if you should follow up an unopened email with an alternative method of outreach to ensure you can close the associated deal.

Activate email tracking

You must have created your Copper account with a Gmail address in order to use email tracking. The next steps will depend on where you prefer to compose and send emails.

If you prefer to compose and send emails from Copper, you'll need to enable the 'Send and Reply from Copper' email setting:

  1. Sign into your Copper account, and click 'Settings' from the left-hand menu.
  2. Under 'Preferences,' click 'Email Settings'
  3. Make sure the 'Preferences' in-page tab is selected.
  4. In the 'Email Preference' drop-down, select 'Send and Reply from Copper.'

If you prefer to compose and send emails from Gmail, you also need to install the Copper Chrome extension for Gmail and Inbox. Once you've installed the extension, follow the instructions below to activate email tracking:

  1. Sign into your Copper account, and click 'Settings' from the left-hand menu.
  2. Select 'Email Settings' from the 'Preferences' section.
  3. Scroll down to the bottom of the page, and check the box to 'Track when emails are opened by default':

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To ensure the feature is optimized and working, take these additional steps:

  1. Open Chrome, and sign into your Gmail account.
  2. Make sure you do not have AdBlock enabled in your Gmail. If you or the person you are sending to has AdBlock enabled, email tracking will not work. ET19.png
  3. In your Gmail account, click the red 'Compose' button, and confirm that the Copper box in the email is automatically checked for email tracking (the blue box is checked at the bottom): 
  4. ET20.png
  5. Send the tracked email to a test Gmail address.
  6. Log into your test gmail account, and open the email.
  7. Sign into your Copper account, and select 'My Tracked Emails' from the left-hand menu to confirm your test email was tracked.

Still have questions?

Still have questions? Ask in our Community, and get answers from our Customer Success Team as well as fellow users.

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