Review a contact's email and SMS engagement activity

See how a contact has engaged with your emails and SMS messages so you can reward active subscribers and re-engage with inactive subscribers

Did you know? We're in the process of making improvements to the All contacts table and rolling it out to our customers. If your All contacts table looks different, view this article for viewing contact activity instead.

Understanding contact engagement as a whole, is important, but the details matter too! The contact record for each contact shows you how your contact engaged with every email and SMS message you send. Once you know how a contact is engaging with you, you can reward your most active contacts and try and re-engage with your least active contacts.

• View the engagement activity
• Make use of the engagement activity

Did you know? You can review engagement reporting by clicking Contacts > Insights, and our segmentation tools can help you find your most engaged or least engaged contacts so you can send targeted messaging to them.

View the engagement activity

Engagement data displays for the last five years or last 100 emails/20 SMS messages, whichever limit you reach first.

1. From the contacts dashboard, click the Contacts tab.
2. Search for the contact you want to view.
3. Next to the contact, click . . . > View.
   
    
    
4. Click the Engagement tab to see the most recent email and SMS engagement metrics and activity:

• Metrics section - This shows you a high-level overview of how many email or SMS messages were sent to the contact, the rate at which they were opened/delivered, the link click rate, and the number of bounced messages for your contact.
• Recent activity section - This shows you the details on a timeline and includes the date and time of the contact's permission activity (opting into email or SMS marketing, or unsubscribing), the date and time that an email message was sent, opened, or when a link was clicked, and if the email was opened on desktop or mobile, or the date and time that an SMS message was sent, or when a link was clicked.
  Note: Don't be alarmed if you see multiple opens of the same email in a short span of time. Some inboxes have preview panes, and if a contact even briefly views the email in the preview pane while scrolling through their inbox, it causes the tracking pixel to display and counts it as an open.
  
  
  
  

Did you know? The reporting and engagement history for contacts that unsubscribe stays in your account. If an unsubscribed contact resubscribes through one of our sign-up tools, the engagement history picks up where it left off.

Make use of the engagement activity

So what do you do with all that engagement activity? Here are a few examples:

• Reward the most active subscribers - You may notice that some of your contacts open every email! Give them even more reason to keep engaging with you by sending them emails that reward their behavior. This could be anything from exclusive coupons and special promotions to early access. Our segmentation tools make it easy to target these contacts too!
• Force a little engagement - Send a Confirmed Opt-in Email to your least engaged contacts to make sure they still want to be a part of your list. You won't be able to send to them until they respond, but don't worry about losing contacts because they're dragging down your open rate.
• Create targeted content for your least active subscribers - If engagement started out great but has since gone stale, try creating more targeted and interactive content to re-engage your contacts. These contacts need to be reminded about the benefits of being part of your contact list!
• Remove inactive subscribers - Sending to bounced email addresses or contacts that never open isn't helping your engagement! Take some time to clean up your list and remove unwanted contacts.

Be a better marketer: Want to learn even more about how to re-engage your contacts? Check out these tips to increase your open rate.

Questions?