Tracking Visits from users who clicked on email links

[SeánKe]

Hi there, 

We have a scenario where our email system and our AA instance are wildly off. I know comparing between two platforms always leads to issues however there is no trend whatsoever between the two systems. 

We decided to run a test, an email campaign that would only be sent to select internal users, and test on a multitude of devices, browsers etc. The email would contain a number of links to products and has unique campaign info that we can use to know that it is only our data. We found that all users using desktop were tracked as expected, so no issues there. However on mobile, only 3 of the 8 tests we did reached AA. In instances where we clicked on the email link from a mobile browser, seemed to reach AA ok. However, if we clicked on the links from outlook or gmail apps, there were more issues with receiving the data in AA. 

My question is - does anyone know of any issues surrounding email app clicks and how that works with AA tracking? The link clicks have opened both in chrome and safari. This is NOT a cookie consent issue, we are always accepting cookies during our tests and we are sure of this. 

Any insight would be a massive help. 

Thanks

[bjoern__koth]

Hi @SeánKe 

Can you confirm that there are no redirects in place that could potentially cut off request params? Just a wild guess.

Outlook does such things, but then I would expect that behavior to work the same way on web and mobile.

Which params do you use?

[SeánKe]

No redirects that I can notice. The relevant query param is in the url on my phone when the page is loaded

[bjoern__koth]

Worthwhile checking your network traffic through a proxy like Charles Proxy (https://apps.apple.com/ch/app/charles-proxy/id1134218562)

Maybe this gives you an idea of aborted tracking requests that could explain what's happening.

The general mobile traffic is captured as expected?

[Jennifer_Dungan]

Hmm that is interesting... what type of device (iPhone or Android)? The WebView shouldn't have issues inherently... but maybe there is something in the way your site is rendering?

I haven't noticed this myself, but I will try to do some testing and see if I can replicate on my own site...

[Jennifer_Dungan]

I tested on the gmail app on both my Android and iOS testing devices... in both cases the parameters were tracked perfectly along with the rest of the page content from within the webview (I used a proxy tool to verify the actual hits)

I don't currently have the outlook app installed on either device... 

Would you be willing to share a link with me, that I can test myself (it can be sent to me via a private message so that it's not available here publicly), so that maybe I can see what might be happening?

[Pablo_Childe]

Hi what you are experiencing is normal for native apps. They are basically blocking the adobe beacon as its seen as a 1 x 1 pixel and natively they (user setting ) treats it like potential spam or is stripped out as the click event in native app doesn't fire a Adobe beacon. You will likely never be able to force all users to change app settings so can expect such deltas.

Can you verify though when users are clicking from within the native app are you getting the resulting web URL with the expected tracking IDs on the website from that click through(if yes do you see your campaign variables in web beacon for that page load)? Also what email tool are you using to send these emails out with? Adobe Campaign? or something else?