Tracking Customer Engagement with Magic Pixel (Adaptive view)

SmartCloud Connect offers an email opens tracking feature called Magic Pixel or View Opens Statistics. This feature allows you to monitor contact engagement by tracking the time, location, and device type used to open an email you have sent.
The feature is based on inserting a special tracking code into email message body that is displayed to you as a blinking pixel at the message’s first line (in MS Outlook Desktop). When the recipients open the message in their email clients, the code is triggered; it collects the opening time, device type, and IP location data and passes this information directly to your SmartCloud Connect Add-In.

Please refer to this article to learn how to use Magic Pixel in SmartCloud Connect Classic view.

To insert the Magic Pixel object (tracking code) into an email message:

1. Create a new message in MS Outlook or Office 365 by clicking New Email, Reply/Reply All, or Forward.
2. Insert the magic pixel object into the message in one of the following ways, depending on your email client:

2.1. In MS Outlook Desktop: click the Magic wand icon (Track Email Opens) next to the Open SmartCloud Connect button in MS Outlook ribbon (only displayed for messages opened in Compose mode).
Once the tracking object is inserted, you will see a confirmation line above the message. Note that the magic pixel object will reserve some space in the first line of the message.

2.2. In Outlook.com or Office 365: click the SmartCloud Connect logo at the bottom right corner of your created message and select Track Email Opens from the drop-down menu.

Once the object is inserted, you will see a confirmation line above the message. Note that the tracking code object reserves the entire first line of the message and there is no blinking pixel displayed in Outlook.com / Office 365.

To view email opens information collected:

  • In MS Outlook Desktop: open the relevant message and click View Opens Statistics under Smart Actions in SmartCloud Connect for Salesforce Sidebar

  • In Outlook.com or Office 365: open the related message and click the SmartCloud Connect logo at the bottom or upper right corner of the message, select Open SmartCloud Connect from the drop-down menu, then click View Opens Statistics under Smart Actions in SmartCloud Connect Sidebar that opens.

The View opens tab of the tracking results window lists all collected email opens data in the following way:

The Detailed statistics tab of the tracking results window allows searching among tracked emails by their message subject or recipient and indicates the number of times a message was opened; you can also open found messages immediately from this tab by clicking them:

Tracking All Emails Sent

SmartCloud Connect allows automatically inserting the tracking code into all emails you are sending (excluding ones sent to internal/blacklisted addresses). To enable this option, enter SmartCloud Connect Customization page and select the Automatically track email opens using MagicPixel for all emails sent from Outlook when SmartCloud Connect sidebar is open checkbox under Other settings, Application settings on the right-hand side of the page and then click Save in the slide-down panel at the top of the page to apply the customization setting.

Important

note that every email opening by different recipients of the message with tracking code from different devices is registered and then displayed in the Add-In, unless one of described below limitations applies.

Magic Pixel / View Opens Statistics Limitations:

  • Magic Pixel is a tiny object that is inserted at the beginning of the first line of your email message. If you delete it, the tracking code will not be sent to the recipient and SmartCloud Connect will not track the email’s opening. Please make sure to keep the magic pixel object intact.

  • Magic Pixel cannot be inserted into a plain text message; also, it will not be triggered if the recipient’s mailbox is configured to view messages as plain text.

  • The feature uses the recipient’s IP address to identify their approximate location; the IP cannot be determined if the recipient is using a VPN or proxy connection, a firewall, or other privacy and security measures which block IP address capturing. For the same reason in some cases the approximate location retrieved via Magic Pixel is not accurate.

  • If the IP address of the device on which the email is opened and the sender’s IP address are identical, email opening will not be registered and the location will not be logged.

  • If the recipient is using Gmail email service, no data about their location can be collected, so GMAIL will be indicated in the Location field.

  • Some email clients may block images inserted inline into email messages, including the pixel that SmartCloud Connect uses to track email opens. For example, Microsoft Outlook (desktop) will not allow magic pixel to trigger unless the recipient allows downloading inline images via the “Click here to download pictures. To help protect your privacy, Outlook prevented automatic download of some pictures in this message” dialog.