Marketo Sales Insight: Clicks web page in an email, but no Web Activity

[Amanda_Thomas6]

In Salesforce, under Marketo Sales Insight,  I can see that a lead has clicked the link to our website in a few different emails (under Interesting Moments), but it shows no web activity (under the web activity tab). Has anyone ran into this before?

I double checked the campaign results and the lead did in fact click on the link to our web page.

[Conor_Fitzpatri]

I have also experienced the behavior Sandy described. In fact, I sent a bunch of test emails from MSI to dummy hotmail and outlook accounts I created and never clicked or opened the emails yet it recorded a click in the MSI tab in SFDC.

[SanfordWhiteman]

...did in fact click on the link to our web page.

I think you may be overconfident about "did in fact."  In other threads we've been exploring anti-spam services which prefetch tracking links and workarounds.  Of course, if what Michel suggests is true for you, that would be much better!

[Amanda_Thomas6]

Thanks, Sanford. Has marketo reported clicks, as in on the campaign results, that didn't actually take place? Can you determine if a click came from an anti-spam service?

[SanfordWhiteman · Accepted solution]

The behavior, in the best (that is, most workaround-able) case, is

• the Clicked Email is logged
• a subsequent Visit Web Page -- that would otherwise be expected -- is not logged

Note you can only differentiate this behavior from regular human behavior if you expect the VWP.  That is, if the destination page doesn't run Munchkin and/or is a direct PDF download, you wouldn't expect a VWP so nothing is missing.

Other attempts to "fingerprint" the anti-spam prefetchers are -- deliberately, to be sure -- so far not reliable. Only this particular behavior points to non-human stuff that we want to discard.

[Amanda_Thomas6]

What's the best way you track these behaviors? Where there is a click reported, but no web page activity related to the lead. I only came across this because the influx of clicks prompted me to look deeper into a whole list of leads. I'd like to report on these in order to

[SanfordWhiteman]

If you check the posts toward the end of the discussion I linked to, it seems we are honing in on a solution of running a special tracking server (which you'd re-point your DNS to) that is able to ignore the bad clicks.

[Amanda_Thomas6]

Thanks, Sanford!

[Anonymous]

Perhaps email clicks are being tracked properly; however, the munchkin tracking code (snippet of JavaScript) is not published on that specific web page.

[Amanda_Thomas6]

Hi Michael,

Thanks for the response. I checked and the code is on the page. Not sure what's going on.

[SanfordWhiteman]

Probably what we've been discussing here: Spam filters registering clicks?

[Kenny_Elkington]

First thing's first, are you seeing other web activity recorded from that page?

[Amanda_Thomas6]

Hi Kenny,

Yes. Others that have clicked the same link have web activity recorded for visiting that web page.