Connected Email

Understand HubSpot Sales email open and click tracking

Last updated: September 22, 2020

Applies to:

All products and plans

When you send a tracked email from your email inbox using the HubSpot Sales Chrome extension, HubSpot Sales Office 365 add-in, or HubSpot Sales Outlook desktop add-in, or if you send a one-to-one email from a record, HubSpot will track email opens. If you're a user with an assigned Sales Hub paid seat, HubSpot will also track when the recipient clicks a link in the email. 

To learn more about how HubSpot tracks email opens for marketing emails, learn how to analyze your marketing email's performance

Email opens

When you send a tracked email, HubSpot embeds an invisible one-pixel image into the email message once it is sent. When your recipient views the email and the images load, you will receive a notification that the email has been opened. 

If the recipient's email client doesn't allow the track pixel to load, HubSpot will not be able to track the email open. HubSpot tracking can be deactivated in the following situations:

  • The recipient formats their email in plain text. 
  • The recipient's email client doesn't automatically download images. 
  • The recipient's corporate filter strips away all images for incoming emails. 

If the recipient has a very strict spam filter where they block any images or link tracking from loading in emails, your tracked email could be filtered as spam. However, email tracking tools are common, and the majority of email clients will not view your email any differently than before.  

If you don't want to track one-to-one emails, learn how to disable email tracking for all users in your account. 

Please note: it's not possible to see whether a tracked email was forwarded to another recipient.

Why am I getting multiple email opens for a specific tracked email?

If you receive more email open notifications than expected for a specific tracked email, it may indicate that the email was forwarded or that you copied and pasted a previously sent email. Because of privacy and security concerns, when an email is forwarded, HubSpot defaults to telling you that the original sender opened the email again. 

If you copied and pasted an email that you previously had sent, you also copy the original tracking pixel. The same tracking pixel would load for each recipient. It is recommended to send personalized emails, which you can create from scratch in the CRM or your mail client, or to use sales email templates

Sometimes, a single tracking image will load multiple times because of how the recipient views their emails. For example, a user could be on a server that dynamically changes that user's IP address. If the image is loaded from multiple IP addresses, then the notifications may indicate that your emails were opened by multiple people.

Also, email clients like Outlook or Apple Mail have a preview pane as part of the inbox view. If recipients scroll over your email in their inbox, this can trigger an email open notification.

What if I'm getting a 'Someone' notification?

You may see a 'Someone' notification if one of the following occurs: 

  1. If you send a tracked email to multiple email addresses (including CC and BCC), they all receive the same HubSpot Sales tracking image. HubSpot will still notify you of the email open, but HubSpot likely will not be able to determine which recipient opened the email. 
  2. If you have the General Data Protection Regulation (GDPR) toggle enabled in your HubSpot account and a contact does not have a lawful basis for data processing, HubSpot Sales will track emails you send to that contact, but the notifications will be anonymous.

Email clicks (Sales Hub StarterProfessional, and Enterprise only)

When sending tracked emails from your email client or from a record, you can track clicks on links included in the body of the email. Links are tracked by appending tracking to the end of any hyperlink included in your email. You can see click and open information in your HubSpot activity feed

Only hyperlinked, non-URL text will be tracked. For example, tracking will not occur if you type out www.hubspot.com. Even if the text www.hubspot.com is hyperlinked to www.hubspot.com, clicks on the link will not be tracked. Tracked links will appear in the following format in the email the contact receives:

http://t.sidekickopen.com/e1t/c../../www.hubspot.com.../

The temporary redirection to the t.sidekickopen.com domain is necessary for HubSpot to register and track link clicks. The link will automatically redirect to the final URL destination (e.g. www.hubspot.com) when clicked.

View examples below of what a tracked link should look like in different email clients and in HubSpot: 

hyperlinked-text-in-an-outlook-email

(Outlook)

gmail-hyperlinked-text

(Gmail)

(Record in HubSpot)

If you want to test link tracking, click the link from an email client and browser that does not have the HubSpot Sales extension installed; otherwise, the click notification may be suppressed. This prevents any notifications triggered by clicks on your own links, but this does not apply to other recipients of your email who may have HubSpot Sales installed.

If you're not receiving any open or click notifications when sending a tracked email from your email inbox, learn how to troubleshoot tracking issues with your extension:

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