After your Outreach is sent, you can review the success of your communication in the Analytics page of CoPilot. Analytics provides a graphical representation of the communication made. It helps you understand the effectiveness of the email sent.

Analysis of the sent communication is based on the following parameters:

Sent: The number of emails sent by you.

Opened: The number of customers/contacts who opened your email.

Clicked: The number of customers/contacts who clicked the link present in your email. (Only the links within the email have the tracking capability (excluding the opt-out link). Opening attachments does not count toward clicks.)

Hard Bounced: The number of emails where the address is invalid / deleted / inactivated / etc.

Soft Bounced: The number of emails bounced because the recipient's inbox is full, or the exchange server is not accepting any more email due to various other reasons.*

Marked As Spam: The number of emails marked as spam by customers/contacts.

Unsubscribed: The number of customers who unsubscribed to your outreach.

Note: Admins can build custom reports on CoPilot emails in the Report Builder, using the Email Logs object in MDA.

*If you are using SendGrid to send emails, it will keep trying to deliver email for 48 hours, before it reports it as a hard-bounce. Therefore, there are no soft bounces with SendGrid.

Outreach Analytics

Outreach Analytics

To view Analytics for a specific Outreach:

  1. Navigate to CoPilot > Analytics > Outreach.

  2. From the Select Outreach drop-down box, select the appropriate outreach.

  3. From the Date Range: Last drop-down box, select the appropriate value.

  4. Optionally, you can use the gear icon to perform a few operations on the chart generated.

  5. Optionally, you can change the visualization using the Select Visualization Type icon.  

Tip - You can click on an outreach and view the email address of the contacts.

Customer Analytics

Customer Analytics

To view Analytics for a specific Customer:

  1. Navigate to CoPilot > Analytics > Customer.

  2. If you're org is using Relationships functionality, you can choose to view Customer analytics for a specific Relationship Type. Click the Account drop-down to switch to Relationships, and then select the appropriate Relationship Type.
  3. In the Pick the customer you want to use text box, enter the appropriate customer name or search for the customer by typing the first few letters of their name and then pressing enter.

  4. From the Date Range: Last drop-down box, select the appropriate value.

  5. Optionally, you can use the gear icon to perform a few operations on the chart generated.

  6. Optionally, you can change the visualization using the Select Visualization Type icon.


Contact Analytics

Contact Analytics

To view Analytics for a specific Contact:

  1. Navigate to CoPilot > Analytics > Contact.

  2. In the Pick the contact you want to use text box, enter the appropriate contact or search for the contact by typing the first few letters of their name and then pressing enter.

  3. From the Date Range: Last drop-down box, select the appropriate value.

  4. Optionally, you can use the gear icon to perform a few operations on the chart generated.

  5. Optionally, you can change the visualization using the Select Visualization Type icon.

Additional Outreach Analytics

Additional Outreach Analytics

The Open Rate, Total Opens, Clicked, Bounced, and Spammed stats are also available on the Outreaches page. Open Rate = Open Emails/(Total number of successful emails sent - Bounced Emails) * 100. The Total Opens is total opens and not unique. 

Total opens can seem unexpectedly large for the following reasons:

  1. Email was forwarded to additional recipients
  2. Recipient starts a conversation by replying to that email, and then every time that thread gets opened the count is incremented 
  3. Some email clients cache your images, which could get counted as opened even though the user has not opened. (Gmail does not cache these images even though some articles assume so.)

For Variant Outreaches, you can view the stats for each specific variant by navigating to CoPilot > Outreaches > [click the name of an Outreach] > Report tab. A drop-down list is available to select a Variant and view the  associated Open and Click-to-Open rates. This will default to show All Variants.

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