New Tracking Activity from Prospects after Tracking Disabled

Symptom

You disabled either the open tracking or click tracking features on your message templates, but you're still receiving that tracking activity on some messages.

Applies To

• Open tracking

• Click tracking

• Messages already sent before updating and disabling the tracking features on the template

Resolution

Tracking features will still work for any messages that were sent prior to updating the template. You will have to create a new email thread with the tracking features.

Cause

Our system does not work retroactively. If you disable the open or click tracking on templates, but the message was already sent prior to updating those changes, then that message will still have the tracking included on it. You would have to start a new email thread that doesn't have any tracking enabled on it.