It’s good to track which parts of your message are the most successful in order to optimise future campaigns. Engagement is a good measure of health for your campaigns. Engaged users typically open your emails, click on your links and take the actions you encourage them to take in your message.

Intercom helps you to measure success of a message with open tracking, goal tracking and click tracking.

Identifying leads by email

Click tracking also allows you to identify leads you've emailed when they follow links to your site.
For example, if you send an email to a new lead: "michelle@example.com" and they click on a link which takes them to your site, they'll be automatically identified with the same email address when they start a conversation in the Messenger. This allows you to greet them with a personalised in-app message, and continue the conversation.
If you do ABM (Account based marketing), you can also be notified directly when the lead visits your site, even if they don't start a conversation.

From the "Clicked" stats on a message you can see which users clicked links in your message, and the number of times each link was clicked.

How does it work?

Click tracking works by overwriting the link in the body of a message to go through our own portal before redirecting a user to the final destination.

For example, if you paste a link like www.example.com/picardspersonallog, we will transform that into another unique link. When a user clicks the link they are redirected through our domain, where we increment the click counter and then forward the user onto the original destination.

Here’s what the links look like:

Deep Linking

Using Intercom you can embed a deep link in your in-app messages or as the URI for your push messages. To enable deep linking for your mobile app please see our Android and iOS docs on our Developer Hub for more information.

Universal Linking

Universal Links as used to direct users to specific iOS mobile apps are incompatible with our current click tracking offering. If you already support universal linking and host your own Apple App Site Association (AASA) file, turning off click tracking will allow you to direct users to specific apps on their mobile device. 

You can specify which domains you wish to turn off click tracking for in Messages settings, under "Universal linking".

Turning off lead email identification

If you wish to turn of the ability to identify leads you've emailed based on their email address, you can do this in Security settings under "Lead email identification":

Turning off click tracking

If you wish to turn click tracking off for all your messages, we’d love to hear more about your use case. Please get in touch with our Customer Support team in the Messenger.

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