What are Events?
When a subscriber or their ISP interacts somehow with an email you’ve sent them, a data record of this interaction is created. That's an event. This section defines all events recorded for Engage emails, and available via the API.
A Sent event is recorded for a Subscriber when they are sent an email from a Standard or Automated Campaign. The event records the ID of the Standard Campaign Send or Automated Campaign Step, the time, and the email address sent to.
If for some reason a Campaign Send or Step fails to successfully transmit all emails assigned to it, a FailedSend event is recorded for each address that fails to be sent to, in place of a Sent event for that subscriber.
A subscriber on a send or a step will have a Sent or a FailedSend event, not both.
A BlockBounce event returns to Questline from a subscriber’s ISP or email provider if the email is rejected. This is usually due to spam filtering, mailbox full errors, domain blocks, etc., rather than the email address itself being invalid or inactive. Some ISPs do return block bounces for some invalid address errors, however. Since a block bounce is not a permanent error, receiving a block bounce does not automatically suppress the subscriber. A block bounce event returns the email address for the bounce, the time of the bounce, the email send/step ID, and the bounce reason (if any) returned by the ISP or email provider.
A HardBounce event is the usual response from ISPs or email providers when an email sent to them does not match a valid and active recipient.
Hard bounces are considered permanent errors. An email address that hard bounces one day will likely hard bounce the next; the subscriber is considered to no longer be active or valid. When a hard bounce event is received for a subscriber, Engage automatically suppresses the subscriber across your entire account, for both Standard and Automated Campaigns. A hard bounce event returns the email address for the bounce, the time of the bounce, the email send/step ID, and the bounce reason detail (if any) returned by the ISP or email provider.
An Opened event is generated any time a subscriber opens an email they have received. The open event is specific to the email subscriber and the individual email they open, and includes the date. Our systems record an Opened event for a subscriber when a linked image within their specific email is loaded. The event includes the email address of the subscriber, the time opened, and the send/step ID for the opened email. A single subscriber can have multiple Opened events on a single email. NOTE: Opened events are also created automatically if we receive a click on an email that we aren’t notified has been Opened (which can happen if an email client prevents images from automatically loading). In those cases, we can safely assume an Opened event, because the email has to be Opened to be Clicked…
A Click event is recorded any time a subscriber clicks a link within an email. The event records the email address of the subscriber, the email send/step ID information, the link clicked, and the time. A single subscriber can have multiple Click events for a single email, and even multiple clicks for a single link.
A Complaint event is recorded when an email recipient from select ISPs or email providers uses their email client or webpage UI to mark an email as spam. Not all ISPs/email providers report spam complaint events back to us, and not all email clients generate them. But for those that do (especially AOL, Yahoo, and Hotmail), Complaint events are sent to us when a subscriber marks an email as spam. The complaint event records the subscriber email address, the ID of the email sent, and the time of the complaint. Engage automatically unsubscribes recipients who send us spam Complaints, so that that account can’t send them any more email.
An Unsubscribed event is recorded any time an email recipient clicks a One-Click Unsubscribe link from an email. Unsubscribe requests are handled differently for Marketing emails (such as usually sent from Standard Campaigns) and Transactional emails (as usually sent from Automated Campaigns). But in both cases, the unsubscribe event is recorded based on the subscriber’s click of an unsubscribe link in their email, and records the email address of the subscriber, the ID of the email from which they unsubscribed, and the time of the click.