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How to Tell if Your Emails Were Opened by the Client or Agent
How to Tell if Your Emails Were Opened by the Client or Agent

Why it's important to know what factors might influence emails showing as 'delivered' or 'open'

Support Team avatar
Written by Support Team
Updated over a week ago

Sometimes, you might notice discrepancies in how your emails are marked as 'open' on your inspection details page. For instance, you may see that a client email appears unopened even though you know the client has viewed the report. Alternatively, an email might show as 'open,' leading you to assume the client has seen it when in reality, they haven't. These issues arise due to the unique IDs assigned to each email and how they are tracked.



What Can Cause Discrepancies in Email Statuses

  • Forwarded Emails and Unique IDs

    • Every email sent through Spectora is assigned a unique ID. If an agent forwards their email to the client, and the client opens this forwarded email instead of the original one sent to them, the email will have a different ID. Consequently, the system will not register it as the client opening their own email, which may result in the email status showing as unopened.
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  • CC Emails and Shared IDs

    • Conversely, an email might show as 'open' even if the primary recipient hasn't actually viewed it. This situation can occur when your client or agent uses a CC email. If the CC email is opened, it shares the same ID as the original email. As a result, the system marks the primary email as 'open' even if only the CC email was accessed.
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  • Detailed Email Tracking

    • To get a more accurate picture, you can click into the email on your inspection details page. This will provide a more in-depth view, showing you when the email was delivered, when it was opened, and by whom (if multiple parties were included). This detailed tracking helps you better understand email interactions and ensures you are aware of who has actually seen the report.


How to View Email Statuses on the Inspection Details Page

In this section, we'll show you how to view the status of your emails on the Inspection Details page.

πŸ’‘ Quick tip: Click on the video above to expand it in another window.

  1. Click on the inspection to open the Inspection Details page

  2. In the "Emails" box, each email is time-stamped and will show if the email was delivered, opened, bounced, or dropped

  3. Click on the email in the "Emails" box to see more delivery information

  4. You'll be able to see each email 'event' including when the email was delivered, when it was opened, and who opened the email


How to View Automation Emails in the Email Queue

In this section, you'll see how to view the Sent Email Queue and the delivery status of the emails.

πŸ’‘ Quick tip: Click on the video above to expand it in another window.

  1. Click "Automation"

  2. Click "Emails Sent"

  3. The sent emails will show whether the email was delivered, opened, or bounced

  4. Click "View Email" to the right to see more delivery info

  5. You'll be able to see each email 'event' including when the email was delivered, when it was opened, and who opened the email


How to View Email Statuses for Actions

In this section, we'll show you how to view the status of your Actions emails through the Inspection Details page.

πŸ’‘ Quick tip: Click on the video above to expand it in another window.

  1. Click on the inspection to open the Inspection Details page

  2. In the Emails box, click "View Email"

  3. You'll be able to see each email 'event' including when the email was delivered, when it was opened, and who opened the email

  4. Additionally, you can click on the email to open the Inspection Action page

    1. Click "View Triggers"

    2. You'll see when the email action was triggered, sent, and opened


Frequently Asked Questions

  • How do I get notified if an email wasn't delivered or if an email bounced?

    • You can set up internal notifications - these can be in-app messages or emails that notify you when an email or text fails to send. Click here to see how!
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  • How do I make sure my clients and agents receive my emails?

  • Why was the email bounced? What does that mean?


If you have any questions or feedback, write into our chat bubble or email support@spectora.com!

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