Email tracking and delivery statuses

Bloomreach Engagement provides out-of-the-box email tracking and bounce management for all of our email provider integrations to enable our users to analyze:

• Email performance
• Deliverability
• Email list health

Email tracking

Email campaigns generate campaign events for all customers in the campaign's audience, covering actions from the email being sent from Bloomreach Engagement to customers opening and clicking the email. The full structure of the campaign events can be found in the System events article.

Email delivery status

Email campaign events contain a status attribute describing different email delivery and interaction steps. The status attribute can be divided into:

• Send from Bloomreach Engagement
• Deliver the email
• User interactions

Send from Bloomreach Engagement

enqueued

Bloomreach Engagement enqueued the email to the email provider.

enqueue_failed

Bloomreach Engagement couldn't enqueue the email due to an error on the provider side (connection error) or on the Bloomreach Engagement side (for example, an error in Jinja). The attribute message will contain details of the error. A missing email property in a customer profile doesn't generate enqueue_failed events; the same applies to phones, for example.

suppressed

Bloomreach Engagement suppressed the email. The attribute type and message will contain details of the suppression type:

• Missing consent
• Frequency policy
• Cumulative bounce
• Suppression lists
• Email list hygiene filter

Deliver the email

delivered

The email provider confirmed the delivery of the email. The confirmation comes as a successful (2.x.y) SMTP response from the recipient server. However, the recipient server sets the definition of a delivered email, meaning no distinction is made between emails that reach the recipient's inbox or spam folder.

soft_bounced, hard_bounced, preblocked

The email provider notified Bloomreach Engagement that the email bounced and wasn't delivered. For more information, read the Bounce management article.

User interactions

opened

The customer opened the email (the pixel in the email was loaded). Some services block these pixels. This may result in customers who only have the clicked event tracked, without opened.

clicked

The customer clicked on a link inside the email. This also includes clicking on the unsubscribe link.

unsubscribed

User unsubscribed using List unsubscribe.

complained

The customer marked the email as spam. For more information, read the Bounce management article.

Email bounce investigation

The bounce investigation process is important to ensure email deliverability and list health. During this process, the main indicator monitored is the delivery rate of emails. The goal is to achieve a delivery rate above 99%. If the delivery rate falls below certain thresholds, it triggers an investigation and specific actions to address the issues are taken. For details, read the Email bounce investigation article.