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FluentCRM

#Bug Report

Open tracking seems broken in raw_html campaigns (clicks track, opens do not)

Hi team!

I think I found a tracking issue in FluentCRM related to campaign template type.

I compared two recent campaigns sent to almost the same audience:

  • Campaign 1

    • design_template: raw_classic
    • sent: 596
    • opens: 223
    • clicks: 7

  • Campaign 2

    • design_template: raw_html
    • sent: 594
    • opens: 7
    • clicks: 7
    • CTOR: 100%

This looks suspicious because the second campaign clearly generated clicks, but opens were only counted for the same users who clicked.

Important context:

  • SPF / DKIM / DMARC look correct
  • delivery does not appear to be the problem
  • click tracking works
  • the anomaly appears only in the campaign using raw_html
  • previous campaigns using raw_classic tracked opens normally

Hypothesis:
The open tracking pixel is missing, not rendered correctly, or not being registered properly in raw_html campaigns.

Could you please confirm:

  1. whether this is a known issue with raw_html
  2. whether raw_html handles open tracking differently from raw_classic
  3. whether there is any recommended workaround

Happy to share more campaign details if needed!

  • 2 likes
  • 3 comments

Shahjahan Jewel

We will take a look into it. Thanks for reporting. Are you using the beta?

Shahjahan Jewel

You're right, the open pixel wasn't making it into your raw_html campaign. Here's what was going on: the way we inject
the tracking pixel is by finding the tag in the email and slipping the pixel in just before it. With
raw_classic (and our other templates), we wrap your content in a full HTML shell, so there's always a to latch
onto. But raw_html is meant to be your HTML, untouched — so if your template doesn't include a tag, the pixel
just quietly got dropped. That's why your opens matched your clicks exactly: those 7 were people clicking links (which
also registers as an open), and everyone else who actually opened the email went uncounted. Frustrating, and definitely
on us.

A quick workaround if you want to keep using your current template in the meantime: drop {fluent_track_pixel} anywhere
in your raw HTML (bottom of the content works great). We'll swap that placeholder for the real pixel when the email
goes out, no required.

On our side, we've already pushed a fix to the develop branch, the injector now handles too, and falls back to
just appending the pixel when there's no body tag at all. So raw_html campaigns will track opens correctly out of the
box going forward. It'll ship in the next release.

Really appreciate you taking the time to compare the two campaigns and walk us through it. Sorry for the trouble on the campaign that already went out!.

Jorge de los Reyes

Shahjahan Jewel Thanks Jewel, that makes perfect sense.

After +15 years with +45% I was shocked seeing 1% 🤣: happy that this issue can be used for improving the best Wordpress CRM :)

The explanation matches exactly what I saw: raw_html showed 7 opens and 7 clicks, while previous raw_classic campaigns had normal open tracking with similar click levels.

I’ll add {fluent_track_pixel} at the bottom of the raw HTML template for now and keep using that as a workaround until the next release ships.

Really appreciate the quick diagnosis and the fix on develop!