It’s not uncommon for reps to turn off email open and link tracking often due to privacy preferences, customer sensitivity, or internal guidelines. While this setting change may seem minor, it has a direct impact on how engagement is measured in Groove. Reply tracking is built into Groove’s email tracking framework, which means Groove only looks for and counts replies when email tracking is enabled. If tracking is turned off, Groove does not associate inbound responses with outbound emails, even when prospects reply as expected.
As a result, reply rates across Groove Analytics, inbox engagement counters, and outbound email activity records will show as zero. This can create confusion for managers and reps who see active conversations in their inbox but no corresponding engagement reflected in reports. Inbound replies may still be logged to Salesforce through Background Email Sync or manual logging methods, but these entries function solely as activity records and do not contribute to Groove’s engagement or reply metrics. To maintain accurate visibility into prospect responsiveness and rep performance, email tracking must remain enabled.
Admin Configuration Reference
To ensure reply tracking and engagement metrics are captured correctly across your team, administrators can review and confirm email tracking settings. For step-by-step guidance, refer to the linked Email Open Tracking Configuration for Admins article.
If you have any further questions or need technical help, feel free to comment below or reach out to our Support team!