Quickly See Whether Customers Open Email from Your Company

Glance at the activity timeline to see if and when customers open regular email that reps send through Salesforce.

Where: This change applies to Lightning Experience in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.

How: Previously, to see if and when customers opened email from your company, reps ran the HTML Email Status report. But now, tracking information is visible in the activity timeline.

Email tracking information

Reps can see if and when customers open email from your company.

If you want, add the First Opened and Last Opened fields to your email page layouts to see the information there, too.

Email tracking details

To collect and display email tracking information, you must enable Enhanced Email and Email Tracking.

Note

Note

In Lightning Experience, email tracking applies to all regular emails sent through Salesforce, Office 365, Gmail, and Email Relay.

Email tracking doesn't apply to emails sent from Cases or emails that use Email-to-Case. It also doesn’t apply to emails sent by users using Einstein Activity Capture in Lightning Experience.

List emails show tracking information in the HTML Status Report only.

If email tracking was enabled before the Winter ‘19 release, emails sent before Winter ‘19 don’t show the correct tracking information in Lightning Experience. The activity timeline and the email record home show Not Tracked for these emails. The correct tracking information is available in the HTML Status report.