How open tracking works, and where it doesn't
What counts as an open, what we ignore, and the hot quote rule that turns three opens into a call.
An open is the best signal you get between sending a quote and hearing back. It is also easy to misread, so here is exactly what we count.
What counts as an open
An open is the quote page loading from the customer's link. We record the time, the kind of device (phone, tablet or computer) and how many minutes the page stayed open. Each open lands on the quote's timeline and updates the count on its board slip.
| On the timeline | What it tells you |
|---|---|
| Tue 7:40 am · Opened on a phone · 2 min | A quick look, probably on the way out |
| Tue 9:05 pm · Opened on a laptop · 6 min | Sat down and read the options |
| Wed 7:15 am · Opened on a phone · 1 min | Still thinking about it |
What doesn't count
- Email pixels. Some mail apps load every image the moment mail arrives, so a pixel "open" can happen before anyone reads a word. We do not use them.
- Your own opens while you are signed in to Carbonset.
- Link previews. Messaging apps fetch a link to draw a preview card. We detect most of them and ignore them.
The hot quote rule
When a customer opens the same quote three times within 48 hours, Carbonset adds a call task for the rep, due today, and the slip shows HOT · CALL TODAY. Three opens usually means a decision is close and a question is in the way. The rule is on Triplicate and on by default for new cadences.
Call about timing, not price. Someone who opened a quote three times already knows the price.
Being straight with customers
The footer of every customer copy says: "This link tells Pellwick Electric when it's opened", with your company name in place of ours. We think that is fair to say out loud, and in two years of support calls nobody has complained about it.