Email Open Tracking - Frequently Asked Questions

ProsperWorks Email Tracking - Frequently Asked Questions 

With the release of ProsperWorks CRM email tracking suite, ProsperWorks now tracks, who, when and how many times emails are opened.  What are the benefits to tracked emails?  It creates business intelligence and accelerates sales results, thereby generating revenue!

Important: This feature is available for ProsperWorks Professional Plan and ProsperWorks Business Plans.  To upgrade your subscription, contact your Account Executive or simply log into your ProsperWorks account and under the Main Menu tab next to Billing, click “Upgrade Now.”

How does ProsperWorks email Open tracking work?

ProsperWorks tracks emails by embedding an invisible tracking pixel inside your tracked emails.  ProsperWorks then notifies you whenever the recipient opens your messages with the images enabled.  

 Frequently Asked Questions:

Why are some emails not tracked (although the ProsperWorks Email Open Tracking Checkbox is enabled)?  Are there restrictions on tracked emails?

  1. If the receiver of the email has some sort of extension installed on their browser (usually an ad-blocking extension), the tracker will not recognize the email has been read.
  2. If a single email is sent to multiple people, then the tracker will not work.  Why?  The tracker embeds a pixel within the email with a unique hash.  If you would like the email tracked, you will need to send your email individually so the pixel (tracker) will have it’s own hash.
  3. If canned messages are being used, you must save the canned message with the tracking off.  Then when you load your canned message, you will have to enable tracking each time.

I've noticed the email open tracker shows that it's been viewed by a different client (not from the individual who I sent the email to).  Is that because the emails have a similar subject lines? I started adding first names to the subject line to avoid this, but it still shows a different client in the tracker. Why is this?

Are you using a canned message when sending the email? If so, you must save the canned message with the tracking off (uncheck the email tracker box).  Then every time you insert the canned message, click the checkbox to create a new unique hashed pixel for that specific email.

Please note:  For best practices, do not select-all and cut/copy the canned message that has already been created, as the email-tracking pixel may be duplicated. Instead, create a brand new email and manually input the message again, uncheck the email tracker, and save the canned message.  Then every time you want to use the canned message with the email tracker, insert the canned message and check the email tracker before sending the message.  


I’m receiving a message every time somebody opens the email.  Would it be possible to get the notification only one time?

When the unique hashed pixel is opened, the tracker lets the sender know the email has been opened.  If email tracking is enabled and the email has been read, there is no way to turn off the notification.  


If you click an email address in the ProsperWorks web application, which then opens the Gmail compose window, the email tracking options are not available within the compose window.  Do these emails get tracked for reading?

As long as you have a tab open in your Chrome browser for Gmail, and have logged into our Extension in Gmail, you should see the ability to track an email when clicking an email address within the ProsperWorks web application.


The ProsperWorks Chrome extension is installed, email tracking is enabled, but when an email is sent, the tracking is not working.  Next to the message, the mail icon with the yellow zero is not visible.  It also does not appear within the “Tracked Emails” section of the ProsperWorks web application.  What could be causing this?

There is a chance that other Chrome Extensions have an effect on ProsperWorks’ “CRM for Gmail” extension.  To troubleshoot, please do the following:

  1. Go to chrome://extensions/
  2. Tick "Enable in Incognito" for ProsperWorks' "CRM for Gmail".
  3. Open Chrome's Incognito mode. (Windows: Ctrl+Shift+N | Mac: Command ⌘+Shift+N)
  4. Sign-in into Gmail and the "CRM for Gmail" Extension
  5. Test an email if it is working by creating a new email and sending it to a testing email. (If possible multiple test emails)
  6. If you are still experiencing issues with only the "CRM for Gmail" extension turned on, close the Incognito Window then proceed to the next section.
  7. Go to chrome://extensions/
  8. Delete the "CRM for Gmail" Extension by clicking on the trash icon.
  9. Install the "CRM for Gmail" again from here https://goo.gl/9DeOJN
  10. Do the test again by sending emails to test accounts.

The above steps were executed.  The first portion of the recommendations work - In the incognito mode, email tracking works.  Tracking does not work in the regular browsing mode.  What can you recommend from here?

This could be one of two reasons:

  1. You have another extension installed that is interfering with the ProsperWorks extension. In order to troubleshoot which extension is interfering with the ProsperWorks extension, we recommend disabling one extension at a time, refresh your gmail, and test the tracking. Go through it one at a time. [Note: Usually it is a ad-blocking extension that will cause the tracking to not work]. If this is the case, then please provide us the name of the interfering extension and we can possibly find a fix for it.
  2. Your browsing data may have interrupted with the extension. You will need to clear your data.  Go to chrome://settings/ then scroll to the bottom.  Click on, Show Advanced Settings and then clear browsing data.

It appears the checkbox for tracked mail is “checked” by default but the system is not recognizing it as “checked” until you toggle off then on.  Why is this?  For example:

  • Compose new email.  The tracking checkbox is enabled.  Email is sent and it is not being track.
  • Compose new email. The tracking checkbox is enabled.  I toggled the checkbox off then back on.  Email is sent.  The email is being tracked.  

There is a chance that other Chrome Extensions could have an effect on ProsperWorks' "CRM for Gmail" extension. To troubleshoot this please do the following:

  1. Go to chrome://extensions/
  2. Tick "Enable in Incognito" for ProsperWorks' "CRM for Gmail".
  3. Open Chrome's Incognito mode. (Windows: Ctrl+Shift+N | Mac: Command ⌘+Shift+N)
  4. Sign-in into Gmail and the "CRM for Gmail" Extension
  5. Test an email if it is working by creating a new email and sending it to a testing email. (If possible multiple test emails)
  6. If you are still experiencing issues with only the "CRM for Gmail" extension turned on, close the Incognito Window then proceed to the next section.
  7. Go to chrome://extensions/
  8. Delete the "CRM for Gmail" Extension by clicking on the trash icon.
  9. Install the "CRM for Gmail" again from here https://goo.gl/9DeOJN
  10. Do the test again by sending emails to test accounts.
  11. Clear Cache https://support.google.com/chrome/answer/95582?hl=en

It is possible there may be an issue with how ProsperWorks tracks emails "when they are opened" by embedding an invisible tracking pixel inside your tracked emails. If someone responded to your email but ProsperWorks is saying there are “no views” on the email, then they have disabled images within their email client. For most email clients, images are enabled by default, but users have an option to manually disable them.

I want to turn off tracking by default.

  1. Go to ProsperWorks' System SettingsEmail Settings
  2. Untick In the Gmail compose window, automatically check the box to track when emails are opened

 

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