Dynamics Community Forum Thread Details

Non-open reminder-mails: a click doesn't result in an open?

Hi community,

I have a customer journey with a reminder e-mail that is sent to non-opens. Looking at the insight tab of one receiver, I was surprised to see that that person had clicked in the first e-mail, but no open was registred on that first mail. So this person stil receives the reminder e-mail. This is not desirrable, as it can be perceived as spam.

In the insights glossery page, section 'Email Opened' there is no mention on clicks resulting in opens. Wouldn't it be the most usefull option?

https://docs.microsoft.com/en-us/dynamics365/marketing/insights-glossary#email-opened

Since that could take a while a question for in the mean while: Is there any way how we can prevent this from happening again?

Something like a second tile which says 'or has a click'?

Thanks for thinking along.

Wietse

Hi Wietse,

You are right that it should the most useful option.

Since the "Email clicked" tracks the interactions that contacts click the certain links of an email, the link is usually only clickable after the email has been opened.

However, some special cases cannot be ruled out, for example, there has been feedback from other users that some email checking bots will click on links contained in emails to ensure its security.

It is not sure if this will be counted in "Email opened".

If the "Email opened" data will return to normal after a short wait, then you can increase the Wait for tile time in the journey as appropriate. If it doesn't display properly, you can adjust the filter for the segment to "Email Opened" or "Email Clicked".

Also, you can raise a support ticket to MS for further help if the above solutions don't work.

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