MTS Email Read Receipt — User Guide

Introduction for Users

MTS Email Read Receipt changes one thing about your daily email workflow in SuiteCRM: after you send an HTML email, you can now see whether the recipient has opened it — and when. A colour-coded badge appears on each sent email, and you receive an in-app alert the moment a contact reads your message for the first time.

How MTS Email Read Receipt Works

1. You compose and send an HTML email from SuiteCRM as you normally would.
2. SuiteCRM automatically adds an invisible marker to the email before it is delivered.
3. When the recipient opens the email, their mail client loads the marker.
4. SuiteCRM records the open event: the time, the open count, and the location details.
5. A green "Read" badge appears on your sent email in SuiteCRM.
6. You receive an in-app notification telling you the recipient's name, the email subject, and the exact time the email was opened (if your admin has notifications enabled).

You do not need to do anything special to enable tracking — it happens automatically for every outgoing HTML email you send.

Understanding the Read Status Badge

Every sent email in the Emails module displays one of three states:

The badge updates automatically — you do not need to refresh manually.

Viewing Full Tracking Details

Each tracked email has a corresponding record in the MTS Email Receipt module. To view it:

1. Open the sent email in SuiteCRM.
2. The read status badge is visible in the email detail view.
3. To see the full record — including the open count, first opened date, and other details — go to MTS Email Receipt from the main navigation and search by recipient address or date.

Working with In-App Notifications

When a contact opens your email for the first time, you receive a SuiteCRM alert. The alert appears in the notifications bell at the top of the screen and includes:

• The name or address of the recipient who opened the email
• The subject line of the email
• The time the email was opened

Click the alert to go directly to the email record. Subsequent opens by the same recipient update the open count on the receipt record but do not create a new notification.

Usage Scenarios

Scenario 1 — Following up on a proposal

You send a project proposal to a client by email. Two hours later, your notification bell shows an alert: "Email Read by client@example.com: Project Proposal Q3". You call the client immediately while the proposal is fresh in their mind, and the conversation goes smoothly.

Scenario 2 — Checking whether a support reply landed

You send a troubleshooting guide to a customer who reported an issue. The next day the email still shows "Not Read" in amber. You send a brief follow-up to check whether they received the first message, rather than assuming they ignored your help.

Scenario 3 — Prioritising your follow-up list

You sent ten introductory emails on Monday. By Wednesday, five show the green "Read" badge and five show amber "Not Read". You focus your calls on the five that were opened — they showed enough interest to read your message — while scheduling a re-send for the others.

Best Practices

• Send emails as HTML rather than plain text. Tracking does not work in plain-text emails.
• Use the read status badge to time follow-up calls — call when the email is freshly opened, not days later.
• Check the open count on the receipt record before a meeting. If a contact opened your email ten times, they are interested.
• Do not treat "Not Read" as a final answer — some mail clients block images and will not trigger the open marker.
• If you send emails to a mix of internal colleagues and external contacts, remember that the badge shows opens from any recipient.

FAQs for Users

Does the recipient know their open is being tracked?

The tracking marker is not visible to the recipient. Like most standard email tracking tools, it works in the background. Whether you are required to disclose tracking to recipients depends on your organisation's policies and local regulations — check with your admin or legal team.

Why does my email show "Not Read" even though the contact replied?

A reply does not trigger the open tracking marker. The marker records when the email is visually loaded in the recipient's mail client. If the contact replied without loading images, the status stays "Not Read". Use the reply itself as the confirmation that they read it in that case.

Can a contact trigger multiple opens?

Yes. Each time the contact opens the email, the open count increases. Only the first open sends a notification and records the "First Opened" date. All subsequent opens update the open count and the last location details only.

Why did I not receive a notification even though the badge turned green?

Your admin may have turned off in-app notifications in the configuration. Ask your SuiteCRM administrator to check the Notify on Read setting in MTS Email Receipt → Configuration.

Does tracking work on emails sent to multiple recipients?

Yes. The tracking marker is embedded in the email body regardless of how many recipients are in the To, CC, or BCC fields. The receipt record shows all recipient addresses. The first person from that group to open the email triggers the first-open notification and records the First Opened date.

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