Email Interactions

What is an Interaction?
The Interactions entity displays the details on the individual recipient responses to a Bulk Mail message for any of the following actions:
  • Open
  • Implied Open
  • Click
  • Soft Bounce
  • Hard Bounce
  • Unsubscribe
  • Forward 
  • Report as Spam
Interactions provide a wealth of information in the Description field that can mined for reporting. Interactions are automatically tracked when a message is sent. Even though more than 95% of interactions occur in the first 24-48 hours, interactions are collected for 30 days after the email is sent.
 
Opens
Each time a person opens an email, an Open will be recorded. Opens are detected when images are shown in the email message. If images are not shown, an open will not be recorded. A recipient's email settings may be such that they choose not to display images within any email. If so, and the person clicks a link within the email, a Click interaction will be recorded but not an Open interaction.
 
For Opens, the Description field will contain information regarding the device used to open the message. This includes the version of HTML supported, the device name, browser name, operating system, and more. Here are examples of Open Descriptions along with the relevant information.
Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10_5_8; en-us) AppleWebKit/533.18.1 (KHTML, like Gecko)
This indicates the message was opened on an Apple Macintosh Computer running OS X and the standard WebKit (Safari) browser.
 
Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.9.2.4) Gecko/20100611 Firefox/3.6.4 ( .NET CLR 3.5.30729)
This indicates the message was opened on a Windows Computer using Windows XP and Firefox browser.
 
Microsoft Office/14.0 (Windows NT 6.1; Microsoft Outlook 14.0.5128; Pro; ms-office; MSOffice 14)
This indicates the message was opened on a Windows Computer using Windows Vista and Microsoft Outlook 2010 (v14).
 
Mozilla/5.0 (iPad; U; CPU OS 4_2_1 like Mac OS X; en-us) AppleWebKit/533.17.9 (KHTML, like Gecko)
This indicates the message was opened using an Apple iPad using the standard WebKit (Safari) browser.
 
Mozilla/5.0 (Linux; U; Android 2.2; en-us; ADR6300 Build/FRF91) AppleWebKit/533.1 (KHTML, like Gecko) Version/4.0 Mobile Safari/533.1
This indicates the message was opened using an Android device with Mobile Safari browser.

Implied Opens
An Implied Open indicates that the recipient clicked on one or more of the links in the email, without having displayed any of the images. Contacts who receive the plain-text version of your email and that click on any link will have an Implied Open interaction.

Clicks
Each time a link within an email is clicked by the recipient, a Click interaction will be recorded. These interactions will display the URL of the clicked link within the Description, such as http://www.greenvilleu.org/Multiple clicks upon the same link will be recorded as two Click interactions - each with its own date and time stamp.

Soft Bounce
A soft bounce is an e-mail message that gets as far as the recipient's mail server but is bounced back undelivered before it gets to the intended recipient. A soft bounce might occur because the recipient's inbox is full. A soft bounce message may be deliverable at another time or may be forwarded manually by the network administrator in charge of redirecting mail on the recipient's domain. For a full list of bounce types and their explanation. The description field on the Bounce interaction will contains the bounce reason/code returned. Further details on soft bounces can be found here.

Hard Bounce
A hard bounce is an e-mail message that has been returned to the sender because the recipient's address is invalid. A hard bounce might occur because the domain name doesn't exist or because the recipient is unknown. All Hard Bounces will switch the radial for AllowBulkEmail to DoNotAllow. The system will not send email to Persons when this radial is selected. However, RuffaloCODY recommends that clients add the criteria of AllowBulkEmail = Allow to Advanced Finds that are used to add records to an Outreach List.
Further details on hard bounces can be found here.

Unsubscribe
Clicking an unsubscribe link on an email will take the person to a page to confirm they wish to unsubscribe. If the person confirms, an Unsubcribe interaction will be recorded and the DoNotAllowBulkEmail radial will be updated on the Person Record.  The system will not send email to Persons when this radial is selected. However, RuffaloCODY recommends that clients add the criteria of AllowBulkEmail = Allow to Advanced Finds that are used to populate an Outreach List.The description field for Unsubscribes interactions will contain similar information as the description field for Open interactions.
 
Forward
A Forward interaction is recorded when the person who received the email clicks on the Forward to Friend link within the email, then enters and submits the email addresses of those they wish to receive the forwarded message. However, a recipient may opt to use the Forward function within their email application (Gmail, Hotmail,etc) and these forward methods cannot be detected and recorded in Enrollment Manager. In these instances, all opens, clicks, and other interactions from the forwarded email will be attributed to the person who originally received the email. 

Report as SPAM
If the person who receives the email reports it as SPAM, this interaction is created. The system will automatically set the DoNotAllowBulkEmail radial on the Person record.
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