Switching from tokens to smart matching

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Hi All,

I've had a look for other questions, and there seem to be a few around this topic, but I couldn't find quite the right answer.

I've been told to remove tracking tokens if possible, which we are currently using to track emails.

I am planning on turning off tokens and turning on Smart Matching.

I have read about the parameters for Smart Matching, the hashes of subject keywords and recipients, and I get all that.

However, when I make the change, for emails which have already been tracked into CRM, with a tracking token in the subject line, and are sitting in a customer's inbox - when they reply to those emails, will CRM know whether it has seen them before?

I have read that the hashes are generated when emails get sent, and compared against when emails are received - for these ones, will it not be able to compare, and not track them into CRM? Has anyone done this, and was it a problem?

Thanks in advance!

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ThomasN 3,190 on at

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Hi MBwd, thank you for reaching out.

I have done this three separate times and had no issue. If the email is tracked and you turn off the token and the smart matching is on. The email will continue to be tracked and placed into CRM. I have not had reports of duplicates being created. The emails that already were tracked with tokens will remain in CRM as they were.

Even with smart matching I usually recommend users manually track emails. This is up to your organization but keep in mind you are liable for only the data you have. So having all that email in your CRM may be more than you want and have some information that others should not see. Just some food for thought.

Please verify if this helped. Have a wonderful day!

-Tom

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