Servis.ai includes built-in tools that help users track the performance of their emails and campaigns. Features like Email Metrics and the Email Engagement capture, store, and display key interactions—such as Opens and Clicks—allowing users to measure engagement effectively.
In this article, you'll learn:
- How these metrics are generated
- What they reveal about your email performance
- The limitations you should be aware of when interpreting results
Contents:
Opens
The "Opens" metric tracks when a recipient interacts with your email by opening it—either from a notification or directly from their inbox.
Email Engine Differences
Servis.ai
Opens triggered by Google's antivirus scanning bot are not counted.
Sendgrid
An open is recorded even if it's generated by Google's virus scanning bot during its automated review.
Clicks
A "Click" is recorded when a recipient downloads an attachment from your email by clicking on it. This does not include clicks on links unless specified by the email engine in use.
Email Engine Differences
Servis.ai
When using Servis.ai as your default email engine, only clicks on downloadable attachments are tracked. Clicks on links in the email body are not counted.
SendGrid
With SendGrid as your email engine, both types of interaction are tracked:
- Clicks on downloadable attachments
- Clicks on any links within the email body
Additionally, all SendGrid Users can know exactly which link triggered a click within the email. This is achieved in two different ways:
- Metrics View:In this view, the Details column shows all links that were clicked. This information is only available for emails categorized under the Clicked type, for the Type column.
- Engagement View: Here, the URL Clicked column displays the exact link or links that triggered the click event.
Understanding these distinctions can help you interpret engagement metrics more accurately depending on your chosen email engine.
How Can You See It?
There are multiple ways to view how many opens and clicks your emails or email campaigns have received. The specific method depends on the view you're using within the Emails App.
All Emails
The All Emails view in Servis.ai provides a complete list of all emails sent from your instance, allowing you to maintain a clear record of email activity.
You can add columns for Opens and Clicks, which display how many times each email has been opened or clicked. Here's how to do it:
- Open Filter.
- Navigate to the Columns tab.
- Use the drag-and-drop feature to add the Opens and Clicks columns.
- Rearrange the column order as needed for better visibility.
Email Metrics
This view tracks all events related to your emails, allowing you to monitor detailed statistics for each one. Regular analysis of Email Metrics is essential for improving and refining your email marketing strategies.
- The Type tab allows you to see the status of each email, such as whether it has been opened or clicked.
- It also includes additional categories to help you filter and understand different types of email interactions.
If you want to learn more about Email Metrics, dive into this article.
Email Engagement
This view provides a comprehensive summary of key insights to help you assess the effectiveness of your emails and campaigns.
- Email Engagement Tracking is essential to understand how recipients interact with your messages.
- Use this data to evaluate the performance of individual emails and campaigns.
- Identify what’s working and uncover opportunities for improvement in your communication strategy.
This view displays the Opens and Clicks tabs:
- Each tab shows whether the corresponding event occurred, using a simple Yes/No (boolean) value.
- This same format applies to other engagement indicators available in the view, making it easy to interpret user interactions at a glance.
If you want to learn more about Email Engagement, dive into this article.
Known Limitations
-
It's not possible to determine exactly which attachment was clicked to trigger the interaction.