Smartmail offers a unique ability to track opens, clickthroughs, and views of your emails that are sent through ARTERNAL. Below is a visual guide to how to understand these insights throughout the platform. In the pipeline stage, you will see each contact card displays three icons, a chat bubble, an envelope, and an arrow. The chat bubble indicates how many messages are in the email thread so for instance if someone replied to your email there would the number "2" displayed, the envelope indicates how many times the email has been opened, and the arrow displays a combination of any activity on the links or attachments in the email.
Now click on the contact card to open the email thread and full breakdown of activity. Within this display select "View Thread Activity" to see all opens, clickthroughs, and views listed in chronological order (the most recent being at the top). "opened" indicates the entire email was opened and this line of activity shows you how long the email was opened for in the examples below the timer indicates 5 seconds, you will see multiple opens if the contact opened and closed the email repeatedly, as well as where the email was opened if location data is available and on what kind of device, you may see it display devices like "Apple WebKit" (iPhone) or "Chrom on computer" (a Google Chrom browser on a desktop) these insights can be helpful to give you a glimpse into your clients day to day, perhaps they are traveling or you can gather they must be in the office.
The "Clickthroughs" and "Link Clickthroughs" are indicating the recipients' activity specifically on the links, images, or PDF's you have shared. When a recipient clicks on an attachment (image or a PDF) those interactions are called "Clickthroughs" indicating they have clicked on the image or PDF to view it fullscreen in another window and/or download it. "Link Clickthroughs" indicate they have clicked on a link included in your email. You will see a timestamp, and location, and device when available similar to the "Opens."
In the bottom right corner of the Smartmail there is a further breakdown of the attachment and link interaction. Above gives you a sense of the overall activity and is helpful if you only including one link and/or one attachment, if you have multiple items such as two pieces of inventory, an online viewing room, and a link in your signature, this additional breakdown allows you to know which of the items include in your email the recipient interacted with. For example, if you have two attachments in the email you will see them both displayed with their respective total "Clockthroughs" indicating how many times each image was clicked on.
A few other notes about opens and clickthroughs, there may be occasions where some of the data is not displayed this is usually because the recipient has a private browser or other forms of security on their device that does not allow us to collect this information, you may also see your own activity in activity thread if you open the email in another device (you can usually tell if it's yourself by checking the time and location stamp) if you open the message within ARTERNAL it wont count that towards the thread activity, additionally for Gmail users it will indicate "Staff" open meaning that it was opened by you. Lastly when adding a link to a Smartmail we recommend not copy and pasting between different Smartmail's ARTERNAL generates a unique tracking link anytime you add an external or OVR link to Smartmail therefore in order to ensure you can view all the activity on your links be sure to add a new link to the Smartmail or use the duplicate feature to copy the template.