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Why isn't the Recipients Who Opened metric updating?

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When a recipient opens an email you've sent via Soapbox Mailer, their own Campaign Member record will have its Opened checkbox field checked.  In turn, the Campaign's Recipients Who Opened metric should update as well, in order to capture all the Campaign Members who have opened the email sent to them.

If this isn't working for you, here's a few things to test in troubleshooting.

1)  Ensure that your Campaign Member Type is set to "Soapbox Mailer".

The most common reason why you might not have your Campaign Member Type set to "Soapbox Mailer" is because you've created this Campaign record by cloning another Campaign record.

Salesforce chooses the Campaign Member Type based on the default Campaign Member Type for your user profile, so unless you've chosen "Soapbox Mailer" as your default Campaign Member Type for your user profile, it will likely by something other than "Soapbox Mailer".

To change your Campaign Member Type for your Campaign, simply add the Campaign Member Type field to the page layout, and then go to your Campaign and change the Campaign Member Type for that record.

Now that you've changed your Campaign Record Type and your Campaign Member Type, you need to take one more step to update the campaign statistics:  editing a Campaign Member record to trigger the summaries to appear on the Campaign record.

Within your Campaign record, click on any of the Campaign Member records' "Edit" link.  On the subsequent Campaign Member record, edit any of the checkbox fields (such as the Unsubscribe field), and click the Save button.  Then, go back and re-edit this record back to its original state by going back into the edit view for this Campaign Member record and undo whatever change you made.

As soon as you make an edit to a Campaign Member record that changes any of the checkbox fields, all of your campaign statistics will appear.

2) Ensure that your Email Template includes an </body> tag

Soapbox Mailer requires a closing body tag in the HTML of your Email Template (</body>).  It uses this tag to know where to place the tracking beacon used to determine opens by your email recipients.  If your Email Template does not include a </body> tag (typically near the very bottom of your Email Template's HTML) be sure to add it above the </html> tag.

3) Check your Campaign object's sharing rules

In order to show you the preview, your Salesforce user and Soapbox Mailer app needs to have access reading the Campaign object.  Here's what you can do to make sure that's happening properly.

  1. Go to Setup > Administration Setup > Security Controls > Sharing Settings
  2. Under the Organization-Wide Defaults section, look for the Campaign object permissions.  If the Campaign object has its Default Access listed as "Private", it means that by default, your Campaign object will not be accessible by Soapbox Mailer.  Continue to Step 3.  If it says anything else, you can skip the rest of this troubleshooting.
  3. In the dropdown list next to "Managing sharing settings for:", choose the "Campaigns" object.
  4. On the Campaigns sharing settings page, under the "Campaign Sharing Rules" section, click the New button.
  5. On the Campaign Sharing Rule page, enter the following information:

    Label:  Soapbox Mailer Campaign Sharing
    Rule Name:  Soapbox_Mailer_Campaign_Sharing
    Campaign: owned by members of:  All Internal Users
    Share with:  Group: Soapbox Mailer
    Campaign Access:  Read/Edit

  6. Click the Save button
  7. Go back to your Soapbox Mailer Campaign record, and click the Preview button to see if this process allowed you to view a preview of your email.

4) Check your Lead object's sharing rules

In order to show you the preview, your Salesforce user and Soapbox Mailer app needs to have access reading the Lead object.  If your Lead object's organization-wide sharing rule is set to "Private", you'll need to take action.  Here's what you can do to make sure that's happening properly.

  1. Go to Setup > Administration Setup > Security Controls > Sharing Settings
  2. Under the Organization-Wide Defaults section, look for the Lead object permissions.  If the Lead object has its Default Access listed as "Private", it means that by default, your Lead object will not be accessible by Soapbox Mailer.  Continue to Step 3.  If it says anything else, you can skip the rest of this troubleshooting.
  3. In the dropdown list next to "Managing sharing settings for:", choose the "Leads" object.
  4. On the Leads sharing settings page, under the "Lead Sharing Rules" section, click the New button.
  5. On the Lead Sharing Rule page, enter the following information:

    Label:  Soapbox Mailer Lead Sharing
    Rule Name:  Soapbox_Mailer_Lead_Sharing
    Lead: owned by members of:  All Internal Users
    Share with:  Group: Soapbox Mailer
    Lead Access:  Read-Only

  6. Click the Save button
  7. Go back to your Soapbox Mailer email, and click the trackable link in the email to see if this process allowed you to view the link in question.

5) Check your Contact object's sharing rules

In order to show you the preview, your Salesforce user and Soapbox Mailer app needs to have access reading the Contact object.  If your Contact object's organization-wide sharing rule is set to "Private", you'll need to take action.  Here's what you can do to make sure that's happening properly.

  1. Go to Setup > Administration Setup > Security Controls > Sharing Settings
  2. Under the Organization-Wide Defaults section, look for the Contact object permissions.  If the Contact object has its Default Access listed as "Private", it means that by default, yourContact object will not be accessible by Soapbox Mailer.  Continue to Step 3.  If it says anything else, you can skip the rest of this troubleshooting.
  3. In the dropdown list next to "Managing sharing settings for:", choose the "Contact" object.
  4. On the Contact sharing settings page, under the "Contact Sharing Rules" section, click the New button.
  5. On the Contact Sharing Rule page, enter the following information:

    Label:  Soapbox Mailer Contact Sharing
    Rule Name:  Soapbox_Mailer_Contact_Sharing
    Contact: owned by members of:  All Internal Users
    Share with:  Group: Soapbox Mailer
    Contact Access:  Read-Only

  6. Click the Save button
  7. Go back to your Soapbox Mailer email, and click the trackable link in the email to see if this process allowed you to view the link in question.

6) Check your Account object's sharing rules

In order to show you the preview, your Salesforce user and Soapbox Mailer app needs to have access reading the Account object if your Contact object's organization-wide sharing rule is set to "Controlled by Parent".  If your Contact object's organization-wide sharing rule is set to "Controlled by Parent", you'll need to take action.  Here's what you can do to make sure that's happening properly.

  1. Go to Setup > Administration Setup > Security Controls > Sharing Settings
  2. Under the Organization-Wide Defaults section, look for the Contact object permissions.  If the Account object has its Default Access listed as "Private", it means that by default, yourAccount object (and therefore your Contact object when set to "Controlled by Parent" will not be accessible by Soapbox Mailer.  Continue to Step 3.  If it says anything else, you can skip the rest of this troubleshooting.
  3. In the dropdown list next to "Managing sharing settings for:", choose the "Account" object.
  4. On the Account sharing settings page, under the "Account Sharing Rules" section, click the New button.
  5. On the Account Sharing Rule page, enter the following information:

    Label:  Soapbox Mailer Account Sharing
    Rule Name:  Soapbox_Mailer_Account_Sharing
    Contact: owned by members of:  All Internal Users
    Share with:  Group: Soapbox Mailer
    Account Access:  Read-Only

  6. Click the Save button
  7. Go back to your Soapbox Mailer email, and click the trackable link in the email to see if this process allowed you to view the link in question.

Still having challenges?  Just open a support ticket and we'll help you solve it!

Happy emailing!

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