Tracking Visits from users who clicked on email links

Forum|Forum|1 year ago
December 18, 2024
2 replies
2186 views

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

Analytics

bjoern__koth

Community Advisor and Adobe Champion

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?

Cheers from Switzerland!

S

SeánKeAuthor

Level 2

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

Jennifer_Dungan

Community Advisor and Adobe Champion

Hi Jennifer,

I've continually tested this issue and I had noticed several instances of users who clicked on email links and opened in a private safari browser, their visits were not captured in AA. Having said that, we have also done tests on private safari browser that does reach AA, so its hard to draw any conclusions from this.

We are using the AA extension and using a tracking server / SSL tracking server domains of smetrics.clientname.co.uk.

Do we know if there is a consistent means where a private safari browser can block tracking being sent to AA even when a user opts in to analytics cookies? In my privacy report in safari I can see under "Trackers prevented from profiling you" adobedtm.com and demdex.net (this last one makes sense as a 3rd party).

Are you using the Adobe hosted Launch files? Those use the adobedtm.com domain... we switched to self hosting years ago to reduce the potential impacts of blockers. Of course, it doesn't help the blockers that look for the "/b/ss/" pattern in the tracker... but by making our files hosted locally to our domain, they are less likely to be blocked at the domain level.

Pablo_Childe

Community Advisor

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?

S

SeánKeAuthor

Level 2

Hi Pablo,

Apologies I hadn't seen your response!

We use cheetah/engage+ so separate from the adobe stack.

Our difference since Jan 2023 averages out at 80% between the two platforms - I wouldn't expect that to be so high? Our campaign details persist from the email clicks to landing on the website.

Thanks

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