What Are Clickthroughs and Opens in Smart Mail? | ARTERNAL Help Center

What Are Clickthroughs and Opens in Smart Mail?

Learn about tracking opens and clickthroughs in Smart Mail, how to interpret these insights, and understand their potential limitations.

Written by Yujia Zheng
October 17, 2024

Opens vs. Clickthroughs:

Opens: The number of times the recipient has opened the email thread.
Clickthroughs: The number of times the recipient has clicked on images, PDFs, or hyperlinks in the Smart Mail.

Visual Guide to Understanding Clickthroughs and Opens:

In the pipeline stage, each contact card displays three icons:

Chat Bubble: Indicates the number of messages in the email thread (e.g., if someone replied, you’d see the number "2").
Envelope: Shows the number of times the email has been opened.
Arrow: Displays the total number of clickthroughs on links or attachments in the email.

Viewing Detailed Email Activity:

Click on the contact card to open the email thread and view a full breakdown of activity.
In the bottom right corner of the Smart Mail, you’ll find detailed interaction data, including attachments and link clickthroughs.

Select View Thread Activity to see all opens and clickthroughs in chronological order, with the most recent at the top.

Important Notes on Opens and Clickthroughs:

Open counts may not always be accurate due to recipients' email privacy settings. However, clickthrough numbers remain reliable.
If you open the email from outside the "Sent" folder, you may see your own activity. For Gmail users, this will be labeled as "Staff" open, indicating that you opened the email.

Frequently Asked Questions (FAQ):

Q: What is the difference between opens and clickthroughs in Smart Mail?
A: Opens track how many times the recipient has opened the email, while clickthroughs track how many times the recipient has clicked on links, images, or attachments.

Q: Why might the open count be inaccurate?
A: Open counts can be affected by recipients' email privacy settings. However, clickthrough numbers remain accurate.

Q: Can I see my own activity in the thread?
A: Yes, if you open the email from outside the "Sent" folder, it will show as "Staff" open in the activity thread.