Feature Overview: Engagement Tracking
Applies to SocketLabs On-Demand
Engagement Tracking allows an SocketLabs On-Demand user to detect how their email recipients are engaging with messages sent to them. Specifically, the opening of a message, the click of a link, and a request to be unsubscribed are events that can be tracked by this feature.
The tracking of Opens, Clicks, and Unsubscribes has some limitations based on the way email and the technologies behind this feature work. Specifically, there are a few scenarios where these events will not be recorded or may be recorded multiple times. The following should be taken into consideration when using the Engagement Tracking functionality of our SocketLabs On-Demand service:
Engagement Tracking can be configured from the SocketLabs On-Demand Control Panel via the Configuration => Engagement Tracking menu, in the upper right corner of the Configuration drop down menu. In order to use this feature, users are required to configure a domain's CNAME to point at the SocketLabs tracking server. This is critical to ensuring quality of service. More information about configuring a domain's CNAME and why this is necessary can be found in this knowledgebase article.
Other options allow individual event tracking to be turned on or off (Opens, Clicks, and Unsubscribes) as well as allowing the use of Google Analytics. Normally, email messages require specific tags in their message bodies in order to utilize any of the Engagement Tracking events. Information on the syntax used when manually requesting these events can be found in this knowledgebase article. Alternatively, Open and Click events can be automatically inserted into messages without requiring any special syntax in the message body. This feature can be turned on by using the 'Automatic Tracking' option. Unsubscribe event syntax cannot be automatically inserted at this time.
The following Blog post may also be of interest:
The following Knowledge Base articles may also be of interest: