Tracking contact engagement with your emails gives you insight into how effective your email marketing strategy is. You can also use this information to keep your list(s) healthy, and it can play a part in maintaining good deliverability. It also allows you to see which contacts are currently not engaged, allowing you to reach out to them using different channels.
To track contact engagement, we recommend using both "Engagement Tagging" automation recipes. These free recipes are available in the “Create an automation” modal that appears when you click the “Create an automation” button on the Automations overview page.
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Take note
- These automations reference each other. Both must be added to your account in order for them to work
- These automations only consider engagement from the moment you implement them. They cannot determine retroactive engagement
How the Engagement Tagging automations work
The two "Engagement Tagging" automations work together to add and remove a series of engagement tags to your contacts. As soon as a contact interacts with an email or visits your site, they are added to these automations.
Part 1 - Engagement Tagging automation
This automation will add/remove the following tags to contacts:
- Engaged
- Recent activity
- Disengaged
- Inactive
The tag added to or removed from contacts depends on how much time has passed since they engaged with an email or visited a webpage with site tracking enabled. While this automation already has intervals included for you, you can change them to better fit your needs.
Note that using website visits to track engagement requires that you have site tracking enabled in your ZendeskConnect account.
Part 2 - Engagement Tagging automation
The purpose of this automation is pull contacts into this two-part workflow as they engage with you. This automation will either feed contacts to or remove them from the Part 1 automation.
Contacts will be added to this automation through the following triggers:
- Reads any email
- Clicks a link in any email
- Visits a web page
Each trigger is set to run multiple times, which allows the same contacts re-entry into the automations.
Add the Engagement Tagging automations to your account
Document the activation date for this two-part recipe. This will give you a frame of reference as to when the engagement and non-engagement tags are applied to your contacts.
1. Click “Automations” in the left menu to navigate to the Automations Overview page.
2. Click the "Create an automation" button.
3. The "Create an Automation" modal will appear. Click “Part 1 - Engagement Tagging” then click the “Continue” button.
4. The Automation Builder will load the automation. Click "Automations" in the left menu to go back to the Automations Overview page.
5. Click the "Create an automation" button.
6. The "Create an Automation" modal will appear. Click “Part 2 - Engagement Tagging” then click the “Continue” button.
7. The Automation Builder will load and display a preview of the automation. Click the "Get Started" button.
8. The "Automation Setup Wizard" modal will appear. Follow each prompt to complete the automation setup.
Once both automations are added to your account, you will need to make them "Active" so contacts can be added to them.
How to see past engagement
You can view your campaign and automation email reports to see which contacts opened and clicked your emails. Our Reports page displays the following information on a per campaign and automation email basis:
- Open rates
- Click rates
- List of contacts that opened
- List of contacts that did not open
- List of contacts that clicked a link
- List of contacts that did not click a link
To access these reports, click "Reports" located on the left menu.
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