In this article, you will find the answers to some of the most commonly asked questions about email within SalesLoft, including:
- How Do I Find My SMTP and IMAP Settings?
- Why Does My Email Look Different?
- How are Opens, Clicks, and Replies Tracked?
- Why do I see an influx in Opens for an email I sent?
- How Does SalesLoft Prevent Email Opens and Clicks from My Team?
- Why do I see an Open notification when I look at an email in my Sent folder?
- How Are Bounces Tracked
- Why Does a Sent Email Track Zero Opens and Multiple Clicks?
SMTP and IMAP are email protocols that allow applications, like SalesLoft, to securely send email and track the replies to those emails through your Exchange mail server.
If you haven't set up an SMTP/IMAP connection before, your company's IT representative is probably the best person to provide you with the information you'll need to configure Cadence to send through your Exchange account.
Below is a list of technical requirements that will help your IT admin get you the necessary configuration information and, if necessary, open the proper ports on your mail server.
What information will be helpful for my IT admin?
- Host name for the Exchange Server
- Login name & password for the user's Exchange account.
- An open SSL SMTP Port
* Typical port numbers: 587 or 25 (with STARTTLS)
- Host name for the Exchange Server
- Login name & password for the user's Exchange account.
- An open SSL IMAP Port
* Typical port number: 993
* Though often enabled by default, Port 143 does not allow secure connections (SSL) and cannot be used with Cadence.
Cadence requires “UIDPLUS” to be enabled on your mail server for it’s core functionality. Please verify with your IT team that it is enabled. You will receive a “IMAP Server is not supported” error if it is not enabled.
Please note: you must be using Exchange 2010 SP1 or newer. Exchange 2003, 2007 and 2010 do not support the IMAP UIDPLUS extension and therefore cannot integrate with SalesLoft.
IP Whitelist Information:
Cadence is hosted via Amazon EC2.
If access to your Exchange server is restricted by IP, Amazon's AWS IP range must be whitelisted. This is because Cadence's servers receive different IP addresses (from Amazon's range) each time a new server instance is launched.
Amazon's AWS IP range can be obtained in JSON format:
Why Does My Email Look Different?
Beginning in the Autumn of 2019, SalesLoft started to rollout a new email editor that is built and maintained by TinyMCE.
Why did SalesLoft change editors?
We began our search for a new editor to make creating content in SalesLoft more enjoyable. Some of the changes you might see are:
- Enhanced copy & paste functionality: Your formatting is retained when pasting in content
- Displays a more accurate representation of what your prospect will see in their inbox
- Easier and more streamline formatting
- Default Font color will be black
- Default Font style that may be defined by your team Admin in the Email Settings.
- Fixes cursor inconsistencies that occurred with the previous editor.
If you run into errors with formatting, check out the Troubleshooting Guide.
SalesLoft uses a 1x1 pixel within emails. Every time this pixel is uploaded into the recipient's mail server SalesLoft will count a view
Things to Note: Opens/View may register additional opens due to the following reasons:
- Server Scans: Some servers check emails and links as a security measure to verify that no malicious content is being passed on to the recipient. Our tracking can not differentiate between a server opening a link or an actual person.
- Repeated Opens: Each time a user views an email will count as an additional open.
- Forwarded Message: If a user forwards an email, views may count each time the forward recipient(s) open the message, not just the first time as it is viewed.
SalesLoft replaces the link URLs with a custom tracking URL to track that information, then redirects the person clicking the link to the intended URL. Tracking clicks can be managed by admins or by individual users while creating the email.
Any email connections through Gmail, Outlook 365, and Outlook Exchange use real-time-reply tracking. SalesLoft hooks directly into the web server's APIs and gets real-time notifications for incoming replies.
For IMAP/SMTP connections, SalesLoft will perform a sweep of your inbox hourly. This sweep scans email headers in order to see if the emails were replied to or bounced.
Why do I see an influx in Opens for an email I sent?
For the Opens, SalesLoft download a 1x1 tracking pixel each time an email is opened. With that, there can be a few reasons why you have an influx in views. See below.
- The prospect has opened it a few times.
- The prospect forwarded it to other people (the view will tie to the prospect you sent the data to).
- If you CCed or BCCed anyone on the email and they open it, the view also ties to the first person listed in the To: line.
- If you're reaching out to prospects whose companies have strict security. Sometimes the security system will do a scan of the email and trigger a "open."
- You have gone into your Sent folder to review the email.
How Does SalesLoft Prevent Email Opens and Clicks from My Team?
Reliable open tracking means you know when a prospect or customer views or clicks an email and can trust that internal or self views are not part of the calculation.
SalesLoft has included the following measures to ensure that only prospect and customer opens are calculated. Please note, the preventative measure is listed in bold. The type of user the measure applies is noted in the parenthesis.
- Dynamically Block Opens and Clicks by IP address (Non-Gmail SalesLoft Admins/Users): SalesLoft will dynamically collect user’s IP addresses every 5-9 minutes. Based on the captured IP address, SalesLoft will block opens and clicks coming from these IP addresses. This means that the IPs of members of your SalesLoft team will automatically register and opens and clicks will be blocked within the team.
- Chrome Extension (Gmail SalesLoft Admins/Users): Google routes all images in an email through proxy servers making it impossible for SalesLoft to detect the IP address from which the tracking pixel is loaded. Therefore, SalesLoft cannot block self-views when viewing an email in Gmail without the assistance of the Google Chrome Extension. With the Chrome Extension, clicks and views made from yourself and your colleagues in Gmail will still be blocked.
- Block Views by IP range (People without a SalesLoft License): If your company uses Outlook/Office365, your SalesLoft admin can block views by IP range in the SalesLoft settings. This is a static list that can block views from people within your organization if they do not have a SalesLoft license.
Why do I see an Open notification when I look at an email in my Sent folder?
SalesLoft does not access your Sent folder for security purposes. Since SalesLoft doesn't automatically recognize the folder, viewing a SalesLoft email in your Sent folder could potentially trigger a faux Open.
To prevent this from occurring, it is best to view the email in your SalesLoft account. However, there are a few preventives.
- If you are an Outlook/Office365 user, your SalesLoft admin can block views by IP range in the SalesLoft settings.
- If you use Gmail, most of the time we can prevent faux Opens even if you are viewing the email in your Sent folder due to using the SalesLoft extension for your emails (via the Loft It or in the actual platform). It is possible to still receive notifications for self views due to Gmail using a Google image proxy. Since SalesLoft cannot control the Google image proxy and how it registers the views, this will likely occur intermittently.
Soft Bounces are usually the result of a temporary issue on the recipient’s end. These are causes that can be easily or quickly resolved and should allow you to send again.
Soft bounces include things such as:
- a recipient’s inbox being full.
- a server undergoing temporary maintenance.
- a message being too large.
Hard Bounces indicate a permanent delivery failure. No message from the sender will ever reach this recipient. Hard bounces occur when an email cannot be delivered because the email address is invalid/incorrect.
Issues that result in hard bounces could result from:
- a typo in the recipient’s address.
- sending to a nonexistent account or address (maybe the address never existed).
- the email address has been disconnected. (maybe the person left the company).
Typically, an email will show at least one open (or view) prior to registering any links being clicked within the email, since the expected behavior is for a recipient to open the message and then click links in the email.
The reason for this irregularity in email tracking, is due to a security set up on the recipient's server. Some organizations have paid for services that scan incoming emails, and deter view tracking behavior.
Since this occurs due to the recipient's server, there is currently no way to add the open tracking for these emails. However, you may infer that the click metric is an indication that the email has been opened in these instances.