Email Events

Score CRM tracks every interaction with your emails, providing detailed engagement data for analytics, segmentation, and automation.

Event Types

Event	How It's Tracked	Description
Sent	Score CRM	Email was handed off to the SMTP provider
Delivered	ESP webhook	Provider confirmed the email was delivered to the recipient's server
Opened	Tracking pixel	Recipient opened the email (invisible 1x1 pixel loaded)
Clicked	Link rewriting	Recipient clicked a link in the email
Bounced	ESP webhook	Email could not be delivered
Complained	ESP webhook	Recipient marked the email as spam
Unsubscribed	Tracking link	Recipient clicked the unsubscribe link

Tracking Mechanisms

Open Tracking

When Track Opens is enabled on a campaign, Score CRM inserts a tiny invisible image (tracking pixel) into the email HTML. When the recipient's email client loads images, the pixel is fetched from Score CRM's tracking server, recording an open event.

Limitations:

• Email clients that block images by default won't register opens until images are loaded
• Some privacy-focused clients (Apple Mail Privacy Protection) may pre-load images, inflating open counts
• Plain text emails cannot track opens

Click Tracking

When Track Clicks is enabled, Score CRM rewrites all links in your email to pass through the tracking server:

Original: https://example.com/sale
Tracked:  https://your-tracking-domain.com/api/track/click/{trackingId}

When a recipient clicks the tracked link, Score CRM:

1. Records the click event with the link URL, customer ID, and timestamp
2. Redirects the recipient to the original destination URL

Webhook-Based Tracking

Events like delivery, bounce, and complaint are reported by your ESP via webhooks. See Webhook Setup for configuration instructions.

Event Data

Each event record contains:

Field	Description
campaign_id	Which campaign triggered the event
customer_id	The recipient's customer ID
customer_email	The recipient's email address
event_type	Type of event (sent, delivered, opened, etc.)
occurred_at	Timestamp when the event occurred
metadata	Additional data (link URL for clicks, bounce reason for bounces, etc.)
esp_message_id	The email provider's message identifier

Event Storage

Events are stored for high-performance analytics:

• Real-time processing: Events are processed as they arrive and available almost instantly
• Pre-aggregated stats: Summary metrics per campaign are maintained for instant dashboard queries
• Efficient querying: Events are organized for fast lookups by campaign, customer, and time range

Using Events

In Reports

Campaign reports show event breakdowns with counts, rates, and timeline charts. See Campaign Reports.

In Segments

Create segments based on email engagement:

• "Customers who opened any email in the last 30 days"
• "Customers who have NOT clicked in the last 90 days"

In Journeys

Use events as conditions in journey workflows:

• Check if a customer opened the previous email
• Wait for a click event before proceeding
• Branch based on engagement behavior

In Suppression

Events automatically trigger suppression when appropriate:

• Hard bounces → immediate suppression
• Spam complaints → immediate suppression
• 5 consecutive soft bounces → automatic suppression
• Unsubscribe clicks → immediate suppression