> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Email analytics
> Track open rates, click rates, bounces, revenue, and contact-level engagement across all email campaigns in the HoopAI platform.
The HoopAI platform provides detailed analytics for every email you send — whether through a broadcast campaign, a workflow, or a bulk contact action. Analytics are available at the account level for trend monitoring and at the individual campaign level for deep-dive analysis.
Navigate to **Marketing > Emails > Campaigns** and click **Statistics** to open the analytics dashboard.
***
## Summary metrics
Every sent campaign shows the following key performance indicators:
| Metric | What it measures | Target benchmark |
| ------------------- | ------------------------------------------------------------ | ---------------- |
| **Delivered** | Emails accepted by recipient servers | 90%+ |
| **Opened** | Unique contacts who opened the email | 20–40% |
| **Clicked** | Unique contacts who clicked any link | 2–5% |
| **Converted** | Contacts who completed a desired action (purchase, signup) | Varies |
| **Soft bounce** | Temporary delivery failure (full inbox, server down) | Below 3% |
| **Hard bounce** | Permanent delivery failure (invalid address) | Below 2% |
| **Unsubscribed** | Contacts who clicked the unsubscribe link | Below 1% |
| **Spam complaints** | Contacts who marked the email as spam | Below 0.08% |
| **Skipped** | Contacts not sent to because they were marked Do Not Disturb | — |
### Metric calculations
* **Delivered rate** = (Delivered ÷ Total Sent) × 100
* **Open rate** = (Unique Opens ÷ Delivered) × 100
* **Click rate** = (Unique Clicks ÷ Delivered) × 100
* **Unsubscribe rate** = (Unsubscribed ÷ Delivered) × 100
Open tracking uses a 1×1 pixel image embedded in each email. When a recipient's email client loads images, the open is recorded. Image blocking (common in some corporate environments) means some opens will not be tracked — actual open rates are typically higher than reported.
***
## Engagement analysis chart
The engagement chart displays three trend lines over the campaign's sending window:
* **Green** — delivered emails
* **Blue** — opens over time
* **Orange** — clicks over time
Use the chart to identify the time of day with the highest open activity, which can inform the send time for future campaigns.
***
## Revenue and conversion tracking
When conversion tracking is enabled, the campaign statistics include:
* **Revenue** — total revenue attributed to contacts who received this email
* **Orders** — number of orders placed by email recipients
* **RPR (Revenue per Recipient)** — revenue divided by total recipients, a measure of campaign efficiency
* **Top revenue-generating emails** — a ranked list of the five campaigns generating the most revenue, filterable by open rate or click rate
***
## Click performance report
The click performance report breaks down link engagement at the individual URL level.
**To view click performance:**
1. Go to **Marketing > Emails > Campaigns**
2. Find the sent campaign and click the three-dot menu
3. Select **Statistics**, then click the **Click Performance** tab
Each link in the email is listed with:
* Total clicks (including multiple clicks from one contact)
* Unique clicks (one per contact)
* Click-through rate for that specific link
Use click performance data to identify which CTAs drive the most engagement and to remove or improve underperforming links in future sends.
### Enabling click tracking
Click tracking must be enabled to populate the click performance report.
**For all campaigns (account default):**
1. Go to **Marketing > Emails > Campaigns** and click the gear icon
2. Navigate to **Tracking** and enable **Click performance tracking**
3. Click **Save**
**For an individual campaign:**
Toggle click tracking on the Send or Schedule screen before sending.
***
## Contact-level details
Click the **Details** tab inside a campaign's statistics to see which individual contacts fall into each status. Tabs include:
* **Delivered** — contacts who received the email
* **Opened** — contacts who opened it
* **Clicked** — contacts who clicked a link
* **Ordered** — contacts who placed an order
* **Replied** — contacts who replied to the email
* **Bounced** — contacts whose delivery failed
* **Complained** — contacts who marked it as spam
* **Unsubscribed** — contacts who opted out
* **Skipped** — contacts who were excluded due to DND
* **Failed** — contacts where sending failed at the SMTP level
You can export any tab as a CSV for further analysis or to build follow-up lists.
***
## Performance analysis trends
The **Performance Analysis** section shows trends over time for:
* Emails sent
* Bounce rate
* Unsubscribe rate
* Spam complaints
Use the dropdown to switch between metrics. This view helps you monitor the long-term health of your sending reputation and catch problems before they trigger a bounce suspension.
***
## Statistics across campaign types
Statistics are tracked separately for three campaign types:
Broadcast campaigns sent from Marketing > Emails > Campaigns
Emails sent through workflow automation steps
Emails sent via bulk actions from the Contacts view
Switch between tabs in the Statistics view to see metrics for each type.
***
## Statistics availability by email service
Full statistics — including bounce classification, spam complaints, and unsubscribe tracking — are available when using the platform's native email sending (LC Email / dedicated domain) or Mailgun. Other SMTP providers may support only basic tracking such as opens and clicks.
***
## Resend to unopened contacts
After reviewing open rates, you can follow up with contacts who did not open the campaign:
1. Find the sent campaign in the Campaigns list
2. Click the three-dot menu and select **Resend to Unopened**
3. Optionally update the subject line for the resend
4. Choose a new send time
The resend targets only contacts who did not open the original email, giving them a second chance to engage without contacting anyone who already opened it.
***
## Frequently asked questions
Delivery stats are near real-time. Opens and clicks may take a few minutes to register depending on recipient activity and your email service provider. Spam complaints can take up to 24 hours to appear, depending on the feedback loop from the recipient's email client.
Some email clients — particularly Apple Mail with Mail Privacy Protection enabled — pre-load tracking pixels when an email is received, triggering an open event even if the recipient never reads the email. This inflates open rates for audiences using Apple Mail.
Yes. Open the campaign statistics and click the Details tab. The Opened tab lists every contact who registered an open, and the Clicked tab lists contacts who clicked at least one link.
Skipped contacts were in the send list but were not sent the email because their email DND setting was on at the time of sending. This includes contacts who previously unsubscribed.
In the campaign statistics Details tab, click the Export button in any sub-tab (Delivered, Opened, Clicked, etc.) to download a CSV of the contacts in that category.
Average open rates vary by industry but typically fall between 20–40%. Subject line quality, sender recognition, send time, and list freshness are the biggest drivers. Monitor your rate over time rather than comparing to a single benchmark.
***
## Understanding ROI conversion metrics
Conversion tracking connects your email campaigns to business outcomes — revenue, orders, and customer acquisition.
### Setting up conversion tracking
1. Go to **Marketing > Emails > Campaigns** and click the gear icon
2. Navigate to **Tracking** and enable **Conversion Tracking**
3. Set the conversion window (7, 14, or 30 days) — the period after email delivery during which conversions are attributed to the campaign
4. Click **Save**
### Key ROI metrics
| Metric | Definition | How to improve |
| --------------------------- | ------------------------------------------------ | ----------------------------------------- |
| Revenue | Total sales from contacts who received the email | Improve CTAs and landing pages |
| Orders | Number of transactions from email recipients | Increase urgency and offer relevance |
| RPR (Revenue per Recipient) | Revenue divided by total recipients | Better segmentation and personalization |
| Conversion rate | Orders divided by delivered emails | Optimize subject lines, content, and CTAs |
| ROI | (Revenue - Campaign Cost) / Campaign Cost | Reduce costs and increase conversions |
***
## Tag contacts from campaign statistics
You can tag contacts directly from the campaign statistics view to build follow-up segments:
1. Open a campaign's statistics and click the **Details** tab
2. Navigate to the sub-tab for the engagement type you want (Opened, Clicked, etc.)
3. Select the contacts you want to tag (or select all)
4. Click **Add Tag** and enter the tag name (e.g., "Clicked Spring Sale", "Opened Webinar Invite")
5. Use these tags in future campaigns or workflows for targeted follow-up
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## Bot detection — preventing false statistics
Some email security systems (especially in corporate environments) automatically scan emails by clicking all links and loading all images. This can inflate your open and click rates with non-human activity.
### How the platform handles bot detection
* **Click timestamp analysis** — clicks that occur within milliseconds of delivery are flagged as potential bot activity
* **Multi-click patterns** — if all links in an email are clicked simultaneously, this is flagged as a security scanner
* **Known bot user agents** — the platform maintains a list of known security scanner user agents and excludes their activity from statistics
### What you can do
* Focus on **unique human clicks** rather than total clicks when evaluating performance
* Use the **Click Performance** report (which filters bot activity) for more accurate link-level data
* If you suspect inflated metrics, compare click rates against conversion rates — bot clicks do not convert
***
## Email statistics summary page
The statistics summary page provides an overview of all email activity across campaigns, workflows, and bulk actions:
1. Navigate to **Marketing > Emails > Statistics** (or click the statistics icon on the Campaigns page)
2. Use the **Date Range** picker to select a reporting period
3. Use the **Type** filter to view Email Campaigns, Workflow Emails, or Bulk Action Emails separately
4. The summary shows:
* Total emails sent, delivered, opened, clicked
* Bounce rate and complaint rate trends
* Top-performing campaigns by open rate and click rate
* Revenue attribution across all campaigns
Export the summary as a CSV for client reporting or internal analysis.