To configure this feature, ensure Configuring Approved Email is complete.

Due to supporting Universal Linking on the iOS HCP Engage app, click tracking is not supported for Approved Emails containing the following tokens:

• {{call2__v.cobrowse_url_participant__v}}
• {{em_attendee__v.webinar_participant_url__v}}
• {{em_event_speaker__v.webinar_panelist_url__v}}

Storing Sent Email Content

A Sent Email record can record up to 262,144 HTML characters worth of content of a sent Approved Email. The first 131,072 characters of content is stored in the email_content__v field of the Sent Email. If there are more than 131,072 characters, the remaining characters up to the maximum are stored in the email_content2__v field.

Stamping Sent Emails with Source Information

The following sent_email__v fields automatically stamp with contextual information to inform end users and content admins the circumstances around when the email is sent:

• territory__v – References the sender's territory. If the sender belongs to multiple territories, this field references the first common territory between the user and the recipient.

• email_source__v – References the field that is the source of the recipient’s email address

  If an HCP is the recipient of an Approved Email, and the source of the email address used to send the HCP the email is the personemail__v field on the account, the email_source__v field on the resulting Sent Email is account__v.personemail__v.

• email_config_values__v – Stamps consent information, if applicable, and indicates if a test email address is used. This field also shows headers, free text entered by the user, and any selected picklist values.

Sent Email Statuses

The status__v field on the sent_email__v object indicates the status of the sent email:

• approved__v – Used to track review status
• bounced__v – The email is successfully delivered to the recipient's email server, but not delivered to the recipient's mailbox. This may happen if the mailbox could not be found by the server. Bounced emails are reattempted once by Vault CRM.
• delivered__v – The email is successfully delivered to the recipient's email server
• dropped__v – The email is not delivered to the recipient's server. This may be because the email address is in the Email Engine's suppression list. Any email sent to an email address with an existing bounced record automatically receives a status of Dropped.
• failed__v – Vault CRM did not successfully send the email, either due to expired content or the presence of an opt-out record. The reason for failure is stamped on the status_details__v field.
• group__v – The email is sent from a group call. The associated business account does not receive the email, but is still tracked with this status.
• marked_spam__v – The email is successfully delivered to the recipient's email server, but the server marked the email as spam
• pending__v – Used to track review status
• pending_approval__v – Used to track review status
• rejected__v – Used to track review status
• saved__v – The email is sent from Vault CRM and is awaiting confirmation from the server
• scheduled__v – The email is scheduled to be sent from Vault CRM
• sent__v – The email engine successfully sent the email but confirmation of delivery is not received
• unsubscribed__v – The email is delivered successfully and the recipient unsubscribed via the link in the email

To improve performance, the email_content_file__v attachment field on the sent_email__v record updates within hours after the completion of the process that sends scheduled emails. This has no impact on the delivery of email messages, tracking of activity, or the HCP experience.

Email Activity Event Types

The event_type__v picklist on the email_activity__v is automatically populated when the record is created and indicates the type of activity:

• opened__v – The recipient opened the email. Mailgun tracks Opened events based on an image in the email rendering in the recipient's email client, usually a 1x1 pixel transparent image. If the recipient opens the email, the image downloads from the sending server, indicating the email is opened.

  Opened events are imprecise due to email clients behaving differently. There are scenarios where the email is opened, but an Opened event is not tracked, for example, if the email client rendered the email as plain-text, or if the email client cannot display images. To help improve the accuracy of tracking opened emails, Veeva automatically creates an Opened event if a Clicked event is logged and no Opened event already exists.

• clicked__v – A link in the email is selected
• unsubscribed__v – The recipient completed the unsubscribe process. Generates an opt-out multichannel_consent__v record.
• unsubscribed_all__v – The email is delivered successfully and the recipient completed the global Approved Email unsubscribe process. Generates an opt-out multichannel_consent__v record and expires any previous opt-ins.
• bounced__v – The delivery of the email failed

  If the email bounced, the email address is added to the suppression list and any email sent to the address are automatically dropped. To remove an address from the suppression list, contact Veeva support. Once the address is removed from the suppression list, delete the associated multichannel_consent__v record.

• marked_spam__v – The email is marked as spam by the recipient
• dropped__v – The delivery of the email failed. Generated automatically if there is a Bounced or Marked as Spam event.

The following additional event types are tracked by Vault when Vault documents in an Approved Email are viewed. These events are written into Vault CRM during the Vault-CRM scheduled integration:

• viewed__v – A document included in the email is viewed in PromoMats
• downloaded__v – A document included in the email is downloaded from PromoMats

Some email clients do not track when a recipient selects a link in an email. When this occurs, the event types tracked by Vault do not have corresponding opened or selected events.

Additionally, the event_msg__v field on the email_activity__v object contains information about the event, including any applicable SMTP Error Codes.

Tracking Email Activity at the Email Fragment Level

End users and content admins can track activity from a fragment included in an Approved Email to gain further insight into what kind of content is accessed most frequently. The approved_document__v field on the email_activity__v object references the fragment responsible for the email activity.

For the Vault link, a content change is not required. For non-Vault links, Content Administrators need to add the {{AppDocId}} token to the <a> tag in the Email Template or Fragment to indicate which URL needs tracking.

For example: Example - <a href = "https://www.veeva.com/?{{AppDocId}}"> Click Here. </a>.

If the AppDocId token is added to Vault links, the links are not accessible by users when previewing or editing the email.