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SeánKe
Level 2
December 18, 2024
Question

Tracking Visits from users who clicked on email links

  • 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

2 replies

bjoern__koth
Community Advisor and Adobe Champion
bjoern__kothCommunity Advisor and Adobe Champion
Community Advisor and Adobe Champion
December 18, 2024

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
December 18, 2024

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

bjoern__koth
Community Advisor and Adobe Champion
bjoern__kothCommunity Advisor and Adobe Champion
Community Advisor and Adobe Champion
December 18, 2024

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?

Cheers from Switzerland!
    Pablo_Childe
    Community Advisor
    Pablo_ChildeCommunity Advisor
    Community Advisor
    December 19, 2024

    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
    February 17, 2025

    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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