Opens and clicks not showing up - anyone know why?

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Posted on by The_CRM_Fairy

Hello

I was hoping someone could shed some light on this for me please?
When any emails in RTM are sent, delivered, opened or clicked there is usually an entry on both the timeline on the contact and then also in the Insights tab.

I am getting email sent and email delivered entries but absolutely no entries for opens and clicks when I know the emails have been opened and clicked (as I've been the one opening and clicking them).
A few months ago this all just worked fine and automatically in other environments but for some reason on a new install of RTM into a fresh non-production environment, this no longer seems to be the case ... am I forgetting to configure something?

Thank you

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SamVH 3 on at

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Hi,

We've got the same problem. We found the issue in our journeys where we send out the emails and normally when they clicks in the email, they go further in the journey. After few days, they are going into another channel. But there in that splits, the journey stops running.

We went from outbound to RTM and created/updated the compliance profiles (not yet in the emails). We are now investigation with our company what we need to modify to be sure that the actions (open/clicks) are registered well in the journey as well in the insights. (Off the record, the contacts has a 'tracking purpose' with optin in consent center).

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mcrthomas 166 on at

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Are the clicks showing in the Insights tab? If not, it's likely related to the Tracking Status as mentioned by SamVH. You can see it in the Communication tab.

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