Using engagement tracking with your leads and agents
How Do I Create a Trackable Link in BrokerKit?
Covers: trackable link, tracked link, link click tracking, how to track who clicked my link, shareable tracking link.
Short answer: No setup needed — every link in a bulk, blast, or campaign email is automatically tracked. BrokerKit
rewrites the URL so each click is recorded. See who clicked via: notification bell (real-time), Email Clicks filter in
Advanced Search (list), contact profile → activity timeline (per-email), or Campaigns → Reporting (aggregate). If your
email has more than one link, tracking records that a link was clicked and how many times — not which specific link.
How Do I See If a Recruit Opened My Email?
Covers: see if a recruit opened my email, check if a lead read my email, email open tracking, who opened my email, email
opened status, email read receipt.
Short answer: Open the recruit's profile, find the email in their activity timeline, and look at the status — Opened
means they opened it (you'll also see open and click counts). The notification bell in the top-right shows real-time
alerts when emails are opened. Open tracking works for bulk, blast, and campaign emails, but not for one-off emails sent
manually from the contact profile through your Google/Microsoft account.
Once you start sending email and text messages to your recruiting and retention contacts, tracking what's happening with
them is important. In recruiting, these are your warmest leads; in retention, they are your most engaged agents.
BrokerKit tracks email opens, clicks, bounces, unsubscribes, and spam complaints for all bulk, blast, and campaign
emails. We try to make tracking your messages as easy as possible through engagement tracking.
Four Ways to Track Email and Text Engagement
BrokerKit gives you four ways to see who engaged with your bulk emails and texts:
1. Notification Bell (real-time alerts) — Click the bell icon at the top right of BrokerKit to see notifications as
contacts open emails, click links, and reply to texts. Great for monitoring engagement as it happens throughout the
day.
2. Engagement Filter in Advanced Search (see all openers at once) — Use the Engagement filter in Advanced Search to see
all contacts who opened, clicked, or replied within a specific time period. This is the best way to answer "how many
people opened my bulk email?" and see a full list of everyone who engaged.
3. Individual Contact Profile (per-contact detail) — Open any contact's profile to see the status and number of
opens/clicks for a specific email in their activity timeline.
4. Campaign Reporting Tab (aggregate campaign stats) — Go to Campaigns, open any campaign, and click the Reporting tab
to see overall performance metrics (enrolled, sent, opened, clicked, replied, tasks, appointments) plus a
step-by-step breakdown for each campaign step.
Notification Bell (Real-Time Engagement Alerts)
The notification bell at the top right of BrokerKit shows you real-time engagement alerts for both email and text
messages. Here is how to use it:
1. Click the bell icon at the top right corner of BrokerKit.
2. You will see notifications as contacts open your emails, click links in your emails, and reply to your texts.
3. Use this to monitor engagement throughout the day after sending a bulk email or campaign.
4. To configure which notifications you receive, go to User Settings > Notifications (manage here).
This is the easiest way to track engagement in real time without having to search for individual contacts. Be sure to
also track message responses in your Brokerkit Inbox. For more details on the notification center, see this article.
Engagement Filter in Advanced Search (Best for Bulk Email Tracking)
When you want to see all the people who opened or clicked your bulk email at once, the Engagement filter in Advanced
Search is the best tool. Here is how to use it:
1. Go to the Advanced Search page in BrokerKit.
2. Look for the Engagement filter (shown in red below).
3. Select the type of engagement you want to track, such as Email Opens or Email Clicks.
4. Choose a time period, such as the last 7 days, 30 days, or a custom date range.
5. Click search to see all contacts who match that engagement criteria.
This will show you a list of all contacts who opened, clicked, or replied within that time period, giving you an overall
view of engagement for your bulk email send.
💡 Tip: If you run the same engagement query regularly, save it as a Saved Search so the filter rebuilds itself with one
click. See Segmenting your Data with Advanced Search/Filter for how saved searches work.
Need to find who received your bulk email without knowing names? See How Do I Find Who Received My Bulk Email or
Campaign? for step-by-step guidance based on how you sent the email (campaign, bulk/blast, or individual).
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Table of options for filtering:
| | |
| --- | --- |
| Option | Description |
| Email Opens | Search contacts who have opened emails. |
| Email Clicks | Search contacts who have clicked links in emails. |
| Text Replies | Search contacts who have replied in SMS texts. |
| Opens Clicks Replies last 30 Days | Search contacts who have opened OR clicked links in emails OR replied in SMS
texts. |
| Email Unsubscribes | When you filter on this, it will show contacts where one of their email addresses has an email
with the status of Unsubscribed, as the email was suppressed from delivering as they unsubscribed before the email was
sent to them. |
| Email Bounces | When you filter on this, it will show contacts where one of their email addresses has an email with
the status of Bounced. |
| Email Spam Complaints | When you filter on this, it will show contacts where one of their email addresses has an email
with the Complaint status. |
| Texts Unsubscribes | When you filter on this attribute, it will show contacts with a text that was blocked after the
recipient replies with a stop word (detailed here) to unsubscribe. The blocked text will have a "failed" status message
at the bottom right corner of the message. They will not show if the recipient unsubscribed, but no texts were sent to
them after that and were blocked. Our telecom carrier does not currently have a way to notify us when the unsubscribe
initially happened. |
Tracking Email Events in Individual Contact Profiles
After you have sent bulk or campaign emails to a lead or agent, you can also monitor the status and statistics of a
specific email at the individual contact level:
1. Open the contact profile of the lead or agent you sent the email to.
2. Find the email you are interested in within the activity timeline.
3. You should see the last status and the number of events we tracked (Clicks and Opens).
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📝 Note: Event tracking will only work with bulk/blast/campaign emails and not for emails sent manually to a single
contact from the contact profile through your Google/Microsoft account.
Campaign Reporting Tab (Aggregate Campaign Stats)
The Campaign Reporting tab gives you an overall view of how a specific campaign is performing, with aggregate metrics
and a step-by-step breakdown. This is the best way to see overall campaign performance at a glance.
How to access Campaign Reporting:
1. Go to Campaigns in the left sidebar.
2. Open the campaign you want to review.
3. Click the Reporting tab at the top of the campaign editor.
4. Use the date filter (e.g., "This Month") to narrow down the reporting period.
Overall Campaign Metrics:
The top section shows aggregate stats for the entire campaign:
- Contacts Enrolled — Total number of contacts enrolled in the campaign
- Responses — Number and percentage of contacts who responded
- Booked — Number and percentage of contacts who booked an appointment
How Your Campaign is Performing:
Below the summary, a visual breakdown shows:
- Enrolled — Total contacts in the campaign
- Sent — Number and percentage of messages sent
- Opened — Number and percentage of emails opened
- Clicked — Number and percentage of links clicked
- Replied — Number and percentage of replies received
- Tasks — Tasks generated from the campaign
- Appointments — Appointments booked from the campaign
Step Breakdown:
At the bottom, you can see performance for each individual step in the campaign:
| Step | Type | Message | Sent | Opened | Clicked | Replied | Tasks | | --- | --- | --- | --- | --- | --- | --- | --- |
| 1 | Email | Subject line | Count | % | % | % | Count | | 2 | Email | Subject line | Count | % | % | % | Count |
This helps you identify which steps in your campaign are performing well and which may need adjustment.
Download CSV: Click the Download CSV button to export the campaign reporting data for further analysis.
📝 Note: Campaign Reporting is available to users with the Admin or Staff role. The Reporting tab is available for Smart
Campaigns.
Tracking SMS/MMS text message status
After you have sent bulk/blast/campaign/manual texts to a lead or agent, you can monitor the status of the text.
To do this, you can open the contact profile and find the text conversation you are interested in. You should see the
last status.
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Email Event Definitions
Brokerkit tracks every event that happens to every email message, stores this data, and displays the last Status in the
Status field shown in red in the screenshot above. Below is a table that explains the various status codes.
| | |
| --- | --- |
| Event | Description |
| Accepted | Brokerkit sent the email to our email delivery service, which accepted and queued it for delivery. This is
the normal initial status for campaign, bulk, and blast emails. |
| Rejected | Brokerkit rejected the request to send/forward the email. |
| Delivered | Brokerkit sent the email, which was accepted by the recipient email server. |
| Failed | Brokerkit could not deliver the email to the recipient email server. |
| Unsent | Brokerkit could not send the email due to an internal issue before our email delivery service received it.
Unlike Failed (delivery was attempted but couldn't complete), Unsent emails never left Brokerkit and don't count toward
the Email Bounces filter. |
| Opened | The email recipient opened the email and enabled image viewing. |
| Clicked | The email recipient clicked on a link in the email. |
| Unsubscribed | The email recipient clicked on the unsubscribe link. |
| Complained | The email recipient clicked on the spam complaint button within their email client. |
What if my emails stay in 'Accepted' status? If your emails remain in 'Accepted' for an extended period, it means the
delivery confirmation from the recipient's email server hasn't been received yet. This is typically temporary and should
resolve on its own. If emails stay in 'Accepted' for more than a few hours, please contact support at
support@brokerkit.com.
Text Events Definitions
BrokerKit tracks every event that happens to every SMS/MMS message, stores this data, and displays the last status on
the text message in the lead/agent timeline. Below is a definition of each status request.
| | |
| --- | --- |
| Event | Description |
| Accepted | This will be the initial status when sending a message |
| Queued | The request to send a message was successful, and the message is queued to be sent out. |
| Sending | Brokerkit is in the process of dispatching your message to the nearest upstream carrier in the network. |
| Pending | The nearest upstream carrier accepted the message. |
| Receiving | The inbound message has been received by Brokerkit and is currently being processed. |
| Received | On inbound messages only. One of your Brokerkit phone numbers received the inbound message. |
| Delivered | Brokerkit has received message delivery confirmation from the upstream carrier and, where available, the
destination handset. |
| Undelivered | Brokerkit has received a delivery receipt indicating that the message was not delivered. This can happen
for many reasons, including carrier content filtering and the availability of the destination handset. |
| Failed | The message could not be sent. This can happen for various reasons, including queue overflows, account
suspensions, and media errors (in the case of MMS). |
| Unsubscribed | The person you are trying to message has opted out of receiving your messages as described here. |
- If your text message has the status "Failed", "Queued" or "Undelivered", please make sure the phone number you are
using is connected to a verified campaign, please see this article for more information.
- If you have any questions about a particular contact email or text, or you want to know more about the definitions
of these statuses, please reach out to our support chat or by emailing us to support@brokerkit.com
Understanding Email Open Tracking
BrokerKit tracks email opens using pixel tracking — a standard industry method used by all major email platforms.
How it works: A tiny, invisible 1x1 pixel image is embedded in each HTML email. When the email is displayed and images
are loaded, the pixel sends a request back to our email delivery provider (Mailgun), which notifies BrokerKit. This
registers as an “open” event and creates a notification in your notification center (bell icon).
Built-in bot filtering: BrokerKit automatically filters out opens caused by known bots — including Apple Mail Privacy
Protection bots, Gmail bots, and generic security scanners. These automated opens are discarded before they reach your
dashboard, so the open counts you see are already cleaned of most bot activity. However, not all non-human opens can be
detected, which is why you may still occasionally see inflated counts.
Why you may see multiple opens for a single email:
- Preview pane scanning — Outlook and Gmail preview panes trigger opens each time the email appears, even without
clicking into it.
- Re-opening — Each return visit to the email registers another open.
- Email forwarding — Every person who opens a forwarded copy triggers the pixel. This is the most common cause of very
high open counts (50+).
- Apple Mail Privacy Protection — Apple Mail auto-downloads content via Apple servers before the recipient opens it.
BrokerKit filters most of these, but some may still register across multiple Apple devices.
- Gmail image caching — Gmail routes images through Google proxies, which can register additional open events.
- Security/antivirus scanning — Corporate firewalls may pre-load email content, triggering the pixel before the
recipient sees it.
What does a high open count mean?
If you see a contact with an unusually high number of opens (like 50 or 100+), it is most likely caused by one or a
combination of these factors — not an error. Here is how to interpret it:
- Forwarding is the most common cause of very high counts — the email was likely shared and multiple people viewed it.
- Opens with no clicks or replies may indicate automated scanning rather than genuine engagement.
- Focus on clicks and replies as more reliable engagement signals — these require deliberate human action and are not
affected by bots or automated scanning.
- Use open data for trends, not exact counts — compare open rates across campaigns to see which messages resonate,
rather than focusing on individual contact open counts.
📝 Note: Open tracking only works with bulk/campaign emails sent through BrokerKit, not for emails sent manually to a
single contact from the contact profile through your Google/Microsoft account.
Understanding Email Click Tracking (and Which Link Was Clicked)
Important — BrokerKit cannot tell you which specific link was clicked when your email contains more than one link. Click
tracking records that a link was clicked and how many times, but it does not identify which of multiple links was
clicked. All clicks on all links in an email are grouped into a single click count.
💡 Best practice: Use only one link per email. Because BrokerKit cannot distinguish between multiple links in the same
email, the cleanest way to know exactly what your recipients are engaging with is to include only one link per email.
Every click is then unambiguous — you know exactly which resource they clicked. If you need to share multiple resources,
send them in separate emails or consolidate behind a single landing page link.
How click tracking actually works (link rewriting): When you include a link in a bulk, blast, or campaign email,
BrokerKit rewrites it so the recipient first passes through our email delivery provider (Mailgun) before being
redirected to the final destination. That redirect is what records the click and generates a notification in your
notification center (bell icon).
What click tracking tells you:
- That the recipient clicked a link in your email (you'll see a "Clicked" status on the contact profile)
- How many total clicks they made on links in that email (re-clicks count)
- Which contacts clicked, via the Email Clicks filter in Advanced Search
What click tracking does NOT tell you:
- Which specific link was clicked — see the note at the top of this section
- Clicks on manually sent emails (click tracking only works for bulk, blast, and campaign emails sent through
BrokerKit, not for emails sent manually from the contact profile through your Google/Microsoft account)