Level 2

Question

Tracking Visits from users who clicked on email links

Forum|Forum|1 year ago
December 18, 2024
2 replies
2110 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,

One thing we've just spotted in our testing was that it might be a site/brand specific thing. We have one launch container for two websites. In our testing we have seen private safari has not fired on one of the brands, but not the other.

Weirdly, in our AA extension we have our SSL as tracking server / SSL tracking server domains of smetrics.clientname.co.uk. The two sites have different domains, but weirdly the domain that isnt in that tracking server value is the one that tracks as expected. Is there anything I should be looking for that would block AA on one domain but not the other when its the same launch container for both?

Thanks!

Hmmm.. interesting... so you are saying you have:

domainA.co.uk

and

domainB.co.uk

Both are setup with the same tracking server smetrics.domainA.co.uk

And you are indicating that there are issues with domainA not working, but domainB is? Or are you saying there is an issue on domainB?

If the issue is in fact domainA, that seems very strange, I would sort of expect if any scenario was going to have issues, it would be the cross domain scenario (domainB using domainA tracking server).

I too use a single launch property for multiple sites, but I set up a tracking server for each domain (smetrics.domainA.co.uk for domainA and smetrics.domainB.co.uk for domainB - even though the sites are going to the same suite). I like to make sure that as much as possible I keep our implementation as "first party as possible"

Now, if I misinterpreted above, and you are saying that you're having issues with the cross domain solution, I would recommend getting a new tracking server created, and I can show you what I did to load the domain specific tracking server.

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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