Tracking email interactions with contacts

You can use the Interaction Log content item to track your organization’s email communications with your contacts. This content item displays useful information about each email your organization has sent a contact, such as date, type, subject and owner.

To view more detailed information about the email interaction, you can click the subject line link to view the email in preview mode and download any attachments sent with the message. You can also click the owner link to access the account page of the staff member who sent the email message.

You can also select to resend a communication, or download a communication as a PDF that can then be printed.

Note: If the email subject line was blank, a View message link displays in the Interaction Log.

An instance of the Interaction Log titled Recent Interactions is already included by default on the History tab of the staff account page, but you can add the content item to any page on your website. If the content item is placed on the member account page, contacts can view the emails sent to them.

You can create queries that use the InteractionLog or InteractionLogEvent business objects as a source to report on email interactions with contacts.

  • The InteractionLog business object contains one record per recipient that reports the last notification type, date, and time of the communication.
  • The InteractionLogEvent business object contains one record per notification for each email queued, delivered, dropped, opened, clicked, bounced, unsubscribed, deferred, and reported as spam.

    • Joining the InteractionLogEvent business object to the InteractionLog business object should be done using the CommunicationLogRecipientKey.

    Note: You must have an Advanced Email license to gather data for the following types of responses: Opened, clicked, bounced, unsubscribed, deferred, or reported as spam.
    With the Advanced Email license, these statuses will only be included for communications where Advanced Email was selected.

  1. Find and open the contact record.
  2. Click the History tab. The Recent Interactions section, which is an Interaction Log content item, lists your staff’s email interactions with the contact.

    3. Note: An Interaction Log content item is included by default on the History tab of the staff account page, but you can add the content item to any page on your website that is focused for a specific contact.

  3. (optional) Click the Subject link to view the email in preview mode.

    4. Note: File attachments sent with a message can also be downloaded from the preview. Click the attachment link to download the file.

  4. (optional) Click the Owner link to view the account page for the staff member who sent the email message.
  5. (optional) Click the Expand icon next to the communication to view further details.

Do the following to resend a communication:

  1. Open the contact record.
  2. Click the History tab.
  3. Click the Subject link to view the email in preview mode.
  4. Resend the communication. A Successfully resent communication message is displayed.

Do the following to download a communication:

  1. Open the contact record.
  2. Click the History tab.
  3. Click the Subject link to view the email in preview mode.
  4. Download the communication. The email is saved as a PDF file. You can maintain a copy of the communication for your records, or print the communication.

Note: If your communication contains attachments, the attachments will be added to your downloaded PDF. For example, if you have a one-page email with a four-page attachment, you can expect a downloaded PDF to have five pages.