Email Tracking
Email tracking shows you when customers open your emails and click links. This insight helps you follow up at the right time and identify potential delivery issues.
What's Tracked
Metric |
What It Tells You |
|---|---|
Delivered |
Email was accepted by recipient's mail server |
Opened |
Recipient opened the email |
Clicked |
Recipient clicked a link (payment, quote, contract) |
Bounced |
Email couldn't be delivered |
Viewing Email Status
On Documents
Open the invoice/quote/contract
Find the Activity or Email tab
See email status with timestamps
On Customer Profile
Open customer profile
Go to Communications tab
See all emails sent to this customer
Understanding Open Tracking
Open tracking works by embedding a tiny invisible image in the email. When the image loads, an "open" is recorded.
Limitations
Image blocking — Some email clients block images by default, so opens may not register
Privacy features — Apple Mail Privacy Protection can pre-load images, causing false opens
Multiple opens — The same email opened twice counts twice
💡
Tip: Use open tracking as a guide, not gospel. If someone hasn't opened after several days, they likely haven't seen it — but not all opens are detected.
Click Tracking
Click tracking is more reliable than open tracking. When someone clicks a link (like "Pay Now" or "View Quote"), the click is recorded before redirecting.
Tracked links include:
Payment links
Quote viewing links
Contract signing links
Any custom links in templates
Using Tracking for Follow-Up
Opened But Not Acted
Customer opened the quote but didn't accept → Follow up with a call or another email.
Not Opened
After 2-3 days with no open → Check email address, resend, or try alternate contact method.
Clicked Payment Link
Customer clicked but didn't complete payment → May have had issues. Reach out to help.
Email Reports
View aggregate email performance:
Go to Reports → Email
See metrics:
Total sent
Delivery rate
Open rate
Click rate
Bounce rate
Filter by date range and email type.
Handling Bounces
When an email bounces:
Soft bounce — Temporary issue (full mailbox, server down). Will retry.
Hard bounce — Permanent failure (invalid address). Won't retry.
For hard bounces:
Verify the email address
Update customer profile with correct address
Resend to the corrected address
ℹ️
Note: Frequent bounces from the same domain may indicate your emails are being blocked. Check your sender reputation.
Privacy Considerations
Email tracking is standard business practice, but be aware:
Some recipients may view tracking as intrusive
Privacy-conscious users may block tracking
GDPR and privacy laws may apply for certain recipients
CloudRent Pro's tracking is standard marketing technology used by most business email systems.
Disabling Tracking
If you prefer not to track emails:
Go to Settings → Email
Toggle off "Track email opens"
Toggle off "Track email clicks"
Without tracking, you won't have visibility into email engagement.
Tips for Using Email Tracking
📝 Focus on Actions
Clicks are more meaningful than opens. Did they view the quote? Did they start payment?
💰 Time Your Follow-Ups
If they opened yesterday but haven't acted, today is a good time to call.
📂 Check Bounces Promptly
Bounced emails mean missing revenue. Fix addresses quickly.
🎯 Don't Over-Rely
Tracking isn't perfect. If it says "not opened" but customer says they saw it, believe them.