FAQs
Why are the Salesforce Campaign response rates incorrect?
Our integration can optionally create and keep synced Salesforce Campaigns and Campaign Members for each Campaign Monitor Campaign and its recipients. In this feature, the Campaign Member Status is updated based on your mapping settings, and the most recent activity as saved in an Email Tracking History record.
It's important to note that Email tracking records are generated for every action taken by a subscriber, every time. So if a recipient opens and clicks in an email on Monday and then opens it again on Tuesday, there will be four tracking records, one for each of the activities: Sent, Open (first time Monday), Clicked, Open (Tuesday reopen).
Since we update the Campaign Member Status from those four tracking records as they are created, on Tuesday night, the Campaign Member status will be Open, not Clicked. This happens even though you might consider clicks the highest engagement. We are syncing the last activity from email tracking records--based on your settings--no matter what the activity.
Therefore, the standard Salesforce Campaign response rates may not be the most helpful for understanding subscriber engagement. The members donut chart included standard on Campaign may not match actual activity on the campaign.
We also populate several other fields on Campaign Member that you can use instead to report on and display engagement on the campaign level:
- Number of Opens
- Number of Clicks
- Last Activity Date
- Last Activity
Note: You can display a new graph on the Campaign instead of the members’ chart as well: https://help.salesforce.com/s/articleView?id=sf.reports_embed_pagelayout.htm&type=5