Adobe Campaign: SMS tracking displays incorrect Opens

This article addresses the issue of incorrect Opens statistics in Adobe Campaign Classic when viewing delivery reports for SMS deliveries.

Description description

Environments

Issue

When viewing delivery reports for SMS deliveries, the Opens statistics are incorrect.

Resolution resolution

Currently, there is an enhancement to have an option to hide or remove this field for SMS deliveries.

The enhancement reference can be found in the Adobe Campaign release notes under the reference NEO-75095 once the feature has been added.

Cause

The statistics are incorrect because the Clicks are being registered as Opens as the current method of tracking Opens by including a 1x1 pixel image within the delivery is invalid for SMS messages since images cannot be included.

This logic can be confusing as it leads users to believe that Clicks are showing as subsequent Opens, which is not true, as recipients may have opened/read an SMS message but not clicked a link.

Ask questions in our Experience League Campaign community

If you have any questions you’d like answered about this topic or read previously answered questions, we invite you to view our Experience League Community blog post that includes this article, send us your questions and comments, and join our Experience League Campaign Community!