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Email Tracking
Mike Walsh avatar
Written by Mike Walsh
Updated over a week ago

When using our Email Tracking feature, you’ll notice some new colours on the email icon for each quote. These represent the different email statuses outlined below:

  • White: not sent, or we do not have data. Depending on your account emails sent before October may not have any information

  • Black: sent, but not yet processed or delivered

  • Blue: processed and delivered, but not yet opened

  • Green: opened

  • Red: bounced, likely due to a mistyped email

  • Red with yellow: the customer has reported the Quote as spam. This is very serious as it will impact either our (or your, if you have email white-labeling enabled) domain reputation, which can cause problems with email deliverability.

If you click on a coloured email icon, you can see a more detailed view of the Quote’s email status, like so:

By hovering over each status, you can see the most recent event for that status. For example, by hovering over the opened status, you can see the last time the customer opened the email. If you’d like a more detailed view of each individual event, click the "View Details" link:

The different events can be as follows:

  • Processed - This event fires when SendGrid (our third-party provider that sends all email sent from within Quoter) receives an individual message and prepares it to be delivered. Think of this as the top of the funnel–unless it is dropped (see below), each message pushed from Quoter to SendGrid will create a processed event.

  • Dropped - There are a number of reasons your email will not even be sent to a recipient for delivery. This event informs your system when an email has been dropped. Further, it provides a reason for the drop, such as if we’ve found spam content (if spam checker app is enabled) or we see the recipient has unsubscribed previously.

  • Deferred - When an email cannot immediately be delivered, but it hasn’t been completely rejected, the deferred event fires. Sometimes called a soft bounce, SendGrid will continue to try for 72 hours to deliver a deferred message.

  • Bounce - If a server cannot or will not deliver a message, SendGrid fires a bounce event. Bounces often are caused by outdated or incorrectly entered email addresses. Many times you won’t know a bounced email address until it bounces. This event can help you ensure it doesn’t bounce again by removing it from your lists.

  • Delivered - When an email has been accepted at the receiving server, the delivered event fires. This event does not guarantee that the email was placed in the recipient’s inbox. In fact, a delivered email is only the beginning of an opaque process. The remaining four events begin to give us hints about whether anyone will ever see this delivered email.

  • Open - An opened email is the first step toward the action you want your recipient to take. This event fires every time the email is viewed with images turned on. Like all email service providers, SendGrid uses a transparent image beacon to track opened messages.

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