Connected Email

How HubSpot email open tracking works

Last updated: April 13, 2020

Applies to:

All products and plans

If you send a one-to-one email from your email inbox or directly from a record in the CRM, or if you send an email to a list of contacts using the marketing email tool, HubSpot will track these email opens. 

One-to-one sales emails 

If you choose to track an email from your inbox with the HubSpot Sales Chrome extension, HubSpot Sales Office 365 add-in, or Sales Outlook desktop add-in, or if you send an one-to-one email from a record, 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. 

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 stream

HubSpot sales email tracking can sometimes be deactivated if the recipient's email client doesn't allow the tracking pixel to load. 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.

Marketing emails 

An email open is counted:

  • when the images in the email load; or
  • when the user clicks on a link in the email, even if the images do not load.