Every time a recipient opens an email or clicks a link, an email bounces, or a recipient unsubscribes, ClickDimensions creates an Email Event record in CRM. ClickDimensions uses Email Event records to generate the graphs in the Statistics section of the Email Send and to populate the ClickDimensions Email Clicks report. You can export the records to Excel, create custom reports, use in Advanced Finds, Marketing Lists, and create Workflows based on these records.
The opens and clicks from your emails will be updated for 30 days after the sending of your email. After this period, new clicks and opens will not be generated for the email.
Goals
- Learn about commonly occurring Email Event types
- Learn where to view Email Events in CRM
- Dynamics 365
Common Email Events
The following Email Event types are the most commonly occurring:
Open: When a recipient opens the email this event record is created. An open is recorded when a tracking image automatically added to each email is downloaded by the recipient's mail client. This means that the recipient must choose to display the email's images for an open to be recorded.
NOTE: If a recipient clicks on a link in an email without downloading the images first, we will still record an open because the recipient could not click a link without first opening the email.
Click: Whenever a recipient clicks on a link, this event is created in CRM. ClickDimensions also includes the URL the recipient clicked on in the record. Clicks on Global Unsubscribe links and links to your Web Content Subscription Pages will not be counted as clicks.
Invalid Recipient: This event occurs when the email address in the Lead or Contact record does not exist, and when sending the email, it produced a hard bounce. When an email address hard bounces we no longer send to that email address; it will be excluded as a blocked email from then on. You may edit the Lead/Contact record Email Address and we will try to send to that email address next time. The email address is blocked, not the Lead or Contact in general. To learn more about what happens with bounces check out this article.
Soft Bounce: This event record shows that the Lead/Contact’s email address that is associated with this record produced a soft bounce. If the email produces a soft bounce 4 times, ClickDimensions will not allow emails to be sent to that email address again.
Unsubscribe: This record is created when a recipient unsubscribes using the Global Unsubscribe link in an email. As of ClickDimensions version 9.12.0, This Email Event is also created upon the submission of a Global Unsubscribe to a subscription management page, but will not be generated by opt-outs to only specific subscription lists.
Blank: If there is not a type listed in an email event record, it is an Email Send status event. This record is created when the Email Send request has been accepted by our service and is being processed.
Render Error: This means there was an error in the code that prevented the email from sending. Render Errors are caused by incorrectly formatted FreeMarker for dynamic content.
DNS Failure: There was an issue with a DNS server somewhere between being sent out and trying to get to the recipients inbox. It did not reach the inbox.
Spam Content: The reader manually marked the email as spam.
Spam Block: The email was caught in the recipient's spam filter. Spam Blocks are a separate category of soft bounces and do not count against a recipient's 4 soft bounce/3 month limit before being added to our excluded list.
Where to View Email Events in CRM
Email Event records are located in various places throughout CRM. The three main places where you will want to view these records are the following:
ClickDimensions > Messaging > Email Events
This view is a running list of Email Events from all of the emails you have sent using ClickDimensions.
You can also view the events in an interactive graph by using the Show Chart button located in the top ribbon.
Email Send record > Related Records > Email Events
These Email Event records pertain to all the email events that occurred in this email.
Lead/Contact/Account records > Related Records > Email Events
You can view all the email events a recipient has created with ClickDimensions emails through their record, whether it is a Lead, Contact, or Account.
The Email Event Record
Double clicking the Email Event will open up the record. An Email event record is generated every time some action pertaining to an email occurs and shows information such as when the event occurred, what type of event it was, who generated the event, and which email it came from.
These records are also exportable to Excel in the Email Events view. This will export the information in this view to an Excel sheet.
All of this information is also natively in CRM so it is accessible in CRM Export to Excel reports, Advanced Finds, and Workflows.
For more statistics click on these links: Statistics Graphs, Sent Emails, Click Reports.
NOTE: Once recorded, Email Events may take several minutes to sync back to your CRM depending on a number of factors, such as volume and available system resources in your CRM.
| Feature Added: Original |
| Feature Updated: 9.12.0 |
| ClickDimensions Version Needed: Any |