After an email message is successfully delivered, it may or may not be "opened" by the recipient. For emails without links, an "open" is a success. For emails with links and for emails with a survey or chatbot, an open is one step in the conversion funnel.
Delivered: The number of emails that were successfully delivered, as reported by the email and SMS service providers.
Opened: After the email was successfully delivered, if the recipient views the content of the email, then in most cases that will cause an invisible "pixel" image to be requested from Sense servers. When Sense servers receive that request, we count that email as opened. SMS works with different technology, and SMS apps do not allow Sense to know whether or not the SMS message content was viewed.
Surveys and Chatbots: This number only includes emails that contain a link to a Sense survey or a chatbot. These are from touchpoints with the goal of gathering information from recipients.
With Links: This number only includes emails that contain any link other than a link to a Sense survey or a chatbot. These are typically from touchpoints that have the goal of getting the recipient to tap a "call to action" link.
Without Links: This number only includes emails that don't contain any link except the unsubscribe link. These are typically from touchpoints with the goal of sending the recipient an "FYI" or notification.
Understanding the graph:
Tap anywhere in the box to expand or collapse it. When expanded, the box shows the exact counts for opened and delivered email messages. These counts are shown separately for emails with a surveys or chatbot, for emails with links, and for emails without links, as well as for the total of those three.
- All of the numbers in the graph are impacted by your active filters (e.g. "Last 90 days").
- The number in the top-right corner is the total email messages opened. The percentage on the bar graph is the open rate: the ratio of opened email messages out of delivered email messages. The percentages below the bar graph show the separate open rates for emails with a surveys or chatbot, for emails with links, and for emails without links.
Check out these related articles for more details about Sense Metrics: