Your software
My Mautic version is: 4.4.4
Mail client: roundcube
My PHP version is: 7.4
My Database type and version is: MariaDB MySQL
Contact replies are not tracking for all contacts, some contacts are being detected as replies while most of contact replies are not being detected as replies.
I can see replied emails in the inbox (in roundcube) but most of them are not being detected as replies and are not recorded in replies segment.
During testing when I make a test reply (when I reply from testing account which was sent an campaign email), everything works fine and contact is being saved is replies segment.
But the issue is that currently there are way more emails in the roundcube (email client) inbox, which are replies to campaign which are not being detected as replies and are not being saved into replies segment.
One thing that I have noticed is that in inbox all emails are marked as opened, even though nobody has opened them.
Is possibly spam detector opening all the inbox emails and that is why none of them are marked as unread?
Also my question is how is reply tracking working, does it skip emails in inbox which are opened or marked as opened emails?
Hi,
The replies are recorded based on the tracking hash.
This is a string hidden in the reply, unless it’s removed.
Can you plz check if they are still present in the reply you mentioned not working?
Joey
@joeyk I looked in source for emails from roundcube inbox (replies which we have received), both the ones that were not detected as reply and the ones which were detected.
I could not find the reply tracking string in any of them, could you please tell me what should I look for exactly.
I was only able to find tracking pixel in one of the emails that was detected as reply correctly:
<img height=3D"1" width=3D"1" alt=3D"" src=3D"https://ems.our_domain.com=
/email/656e9f3417275864276347.gif">
This pixel was not present nor in the emails which were not detected as reply and neither in others which were detected as replies.
1 thing that I have noticed is that emails in roundcube which have not been detected as reply have no warning in roundcube,
while the ones which have been detected as reply have following warning (See image):
“To protect your privacy remote resources have been blocked.”
emails which are not detected as reply do not have this warning
Also checked original campaign emails raw content/source and tracking pixel is present there.
I was testing on yahoo, and on testing email which was detected as reply, both campaign email and reply, both have tracking pixel.
Reply email source has this:
While on other server reply also had this pixel, even though reply wa from same yahoo acount
While campaign email has this:
<img height=3D"1" width=3D"1" src=3D"https://ems.ourdomain.com/email/65=
5785db26af8535423495.gif" alt=3D"" />
Email Clicked and Email read and tracking correctly.
