Learn about engagement and alerts considerations for setting up Sales Engagement.
Required Editions
| Available in: Lightning Experience |
| Available with Sales Engagement, which is included with Sales in Performance, Einstein 1, and Unlimited Editions, and available for an extra cost in Professional and Enterprise Editions. Sales Engagement is also available for an extra cost in Service and Lightning Platform. |
Engagement and Alerts
- Alerts appear in the My Feed tab for 30 days. Alerts appear only for the first email open, link click, and reply that occurs.
- If you use Einstein Activity Capture, email open, reply, and link click alerts appear for emails sent to excluded email addresses. These emails and their related alerts are shown only to the email sender.
- Deleting leads, contacts, emails, or email templates doesn’t delete their related alerts.
- If multiple users connect the same mail account to Einstein Activity Capture, email reply alerts don’t appear for that account.
- Clicking email reply alerts in My Feed opens the email in a new console tab.
- The My Feed tab loads more alerts in groups of 15 when you scroll. While alerts load, if new alerts occur an out-of-sync message can appear. To sync the tab, click Refresh.
- When a new engagement occurs, it can take from 3–10 minutes for the My Feed tab to prompt the user to refresh.
- When an email hard bounce occurs, it can take up to 10 minutes for the alert to appear.
- For list emails, all engagement types—including opens, link clicks, replies, bounces, and out-of-office messages—are tracked per recipient. For regular emails with multiple recipients, engagements are tracked by email sent, not per recipient.
- Engagement data is available in the Sales Engagement component for emails and calls made in December 2020 and later.
- After the banner prompts you to refresh, it can take up to a minute to fully generate and show the alert on clicking refresh.
- For emails that aren’t logged or are logged after they’re sent, alerts for opens and link clicks appear in My Feed. However, users can’t click these alerts to view the email content.
- After seven days of inactivity, alert subscriptions are deleted. To continue receiving alerts, turn them back on.
- Subscriptions are deleted if a push notification can’t be delivered due to a browser error.
- When unsubscribing, all subscriptions across all devices and browsers are deleted.
- To prevent browsers from blocking alerts, allow notifications in browser settings for your Salesforce org URL.
- To subscribe to browser push notifications for alerts in the Outlook and Gmail Integrations, and Salesforce Inbox, users must first allow browser permissions for the Salesforce org URL when logged into Salesforce.