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jaw
jaw
Contributor ⭐️⭐️⭐️⭐️⭐️
October 28, 2021
Question

Tracking Attached Files within an Email

  • October 28, 2021
  • 3 replies
  • 115 views

Hi there! A colleague of mine has a workflow scenario that they would like to explore in Gainsight. 

 

Below is CSM the workflow example:

 

So here's a workflow I'm looking at: on a quarterly basis I have a communication for the CSM team to send to their customers, I provide the text and attachment, they create the email (or it's made into a template), they then click for it to be sent (meaning they choose who receives the email. We would also look to see who opens the email. Can we track if the customer opened an attachment within the email?

3 replies

heather_hansen
heather_hansen
VIP ⭐️⭐️⭐️⭐️⭐️
October 28, 2021

@jaw Pretty sure the answer is no.  You can see opens and clicks for the email itself, but I don’t believe the system captures opening attachments.

matthew_lind
matthew_lind
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November 5, 2021

@jaw You might be able to track the attachment clicks if you also added some tracking mechanism within the attachment, independent of Gainsight. To @heather_hansen ‘s point, I don’t know of any Gainsight mechanism that tracks attachment opens.

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jaw
jawAuthor
Contributor ⭐️⭐️⭐️⭐️⭐️
November 16, 2021

Thank you @heather_hansen & @matthew_lind !

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