Mautic Community Forums

Understanding 'Opens Email' and 'Replies to Email' Decision

Hi

I created Email Drip Campaign. It has 2 decisions box

It has 3 actions:

  • Send Email#1 after 1 min,
  • Send Email#2 after 2 mins,
  • Send Email#3 after 3 mins

It checks if Email#1 is opened or not. If opened, It sends Email#2 again
It checks if Email#2 is opened or not. If opened, It sends Email#3 again

when campaign runs, all 3 mail comes to inbox of contact.

Problem is:

  1. Email#2 is not yet opened, but it fires Email#3 again - automatically
  2. When I reply back to Email#1, it does not fire Email#2.

My Email settings is as below:

Any hints ?

Thanks
Ashish

A Correction:

Actually logic is:

It checks if contact as replied to Email#1 or not. If Replied, It sends Email#2 again
It checks if contact has opened Email#2 or not. If opened, It sends Email#3 again

when campaign runs, all 3 mail comes to inbox of contact.

Problem is:

  1. Email#2 is not yet opened, but it fires Email#3 again - automatically
  2. When I reply back to Email#1, it does not fire Email#2.

Hi @ashishajmani ,

Email status tracking is not reliable in many cases these days - e.g. some mailers pre-fetch images which let’s us believe it was read, but wasn’t.

Can you please look at the history timeline of a contact in questions, and confirm that the email is indeed considered unopened (i.e. “Email sent” as opposed to “Email read”)?

Thanks,
Ekke

Hello Ekke

Please see below trails:
Contact Created → Segment Updated → Campaign Triggered

Email#1 arrived in Inbox

Email #2 action triggered

Email #2 arrived in Inbox

Email #3 sent and read - DONT KNOW HOW

Though in mail Email #3 is still unread

Email #2 is still unread, but it has been treated as READ via Mautic and automatically action has triggered and Email #3 has been sent again (see 2 written…)


please ignore last image - sent by mistake again.

Hello

I also disabled automatic loading of Images to FALSE, even then same set of actions are happening.

:cry:

Please click on the envelope icon at the beginning of the “email read” line, and it will tell you when and by what client the email was “read”!

Thanks Ekke for your suggestion

I checked.

Email (#1) Sent log:

Email (#1) Read Log

Email (#2) Sent Log:

Email (#2) Sent Log:

Email (#2) Read Log:

Emails are yet to be opened in my Gmail Mailbox.

I also tried keeping setting as 'Ask before displaying external images" - but that also is not helping.

Thanks
a

ok, so it is Gmail as you say (which is also confirmed by the user agent).
→ The Google Image Proxy is prefetching the images regardless of any “Ask before displaying external images” settings.

I suggest you try with a non-gmail (non-prefetching) email account, and you will see the behavior vanish.

:slight_smile:

Thanks Ekke.

Ok…so does it means if any lead has their Gmail account, this problem will persists ? and that there is no workaround ?

as while we run marketing campaigns for our clients, we should not bother if leads have gmail account or non-gmail account…

:cry:

Thanks
A

That’s true, but there is not much we as email marketers (or Mautic) can do about it… it’s a general situation.
https://www.google.com/search?q=email+open+rate+image+proxy

See my initial remarks:

Email status tracking is not reliable in many cases these days - e.g. some mailers pre-fetch images which let’s us believe it was read, but wasn’t.

1 Like

Thanks Ekke.

only worry is 35-50% of the world uses gmail as their mailbox. If read replies cannot be tracked if mailbox is gmail, then who the campaigns can work ? its means loss in business and not bringing in any results…

@joeyk @mikew @ekke

Gmail works fine. Pixel doesnt fire if you land in promo.

Hi Joey

But we cannot make sure thay it lands in promotional tab and not in inbox.

So it’s still dicy. Isn’t it ?

Thanks
A.

Well, it depends on many things. Sometimes it’s showing tracking even in promo. Some people use gmail with another email reader (like on their phone) so you can’t say it’s not good.
Mautic is just as good as any other tool.

sure. will diagnose more…

Reply is working moment I set IMAP…though response on reply email is not that great over a specific folder as compared to Inbox which in instant.

from folder other than Inbox - its not actually working

I mean action on REPLY emails if tracked to folder other than INBOX, is not working.