Engagement events show how people interacted with your emails and campaigns. Use them as signals alongside Customer 360, not as the only source of truth.

What this guide helps you do

• Understand common engagement event types.
• Find recent events for a broadcast, journey, newsletter, or customer.
• Use events to prepare thoughtful follow-up.

Before you start

• Know which campaign, journey, newsletter, or customer you are reviewing.
• Give events time to arrive after a send.
• Remember that opens and clicks are signals, not guaranteed intent.

Do it manually

1. Open Engagement deliveries, reports, or the related campaign.
2. Filter by broadcast, journey, newsletter, customer, status, or timeframe.
3. Review sends, deliveries, opens, clicks, bounces, skips, unsubscribes, and replies.
4. Open Customer 360 when an event should become follow-up work.
5. Create tasks, update Audiences, or adjust future campaign rules.
6. Keep sensitive event analysis in internal notes.

Ask Faster AI

• Summarize recent engagement events for this customer and suggest the safest follow-up task.
• Find people who clicked the pricing link but did not book and prepare an Audience preview.
• Explain what caused skips in this journey without changing anything.

Review before saving, sending, or starting

• Do not treat an open as a buying signal by itself.
• Respect unsubscribes and contact preferences.
• Check the original message and Audience before interpreting results.

Common issues and fixes

• If events are missing, confirm the message sent and wait for delivery processing.
• If events seem duplicated, filter by campaign and timeframe.
• If follow-up feels too aggressive, create an internal task instead of a customer message.

After you review delivery data

• Look for patterns across bounces, skips, clicks, replies, and unsubscribes instead of reacting to one number alone.
• Open the customer records behind important events so follow-up is grounded in real context.
• Create cleanup tasks for bad addresses, risky lists, missing consent, or unclear ownership.
• Use the findings to improve the next Audience, broadcast, journey, newsletter, or sequence before sending again.

Email deliverability at scale

For how opens, clicks, unsubscribes, replies, and other events feed both follow-up and sender reputation, read the deliverability engineering article. What It Takes to Deliver Email at Scale.

Connected workflows

• Manage sender mailboxes
• Respect unsubscribe and contact preferences
• Review campaign performance
• Use customer activity for follow-up

Placeholder media

• Screenshot placeholder: add an annotated screenshot of review engagement events with customer names, emails, counts, and private campaign data blurred.
• Video placeholder: add a short walkthrough that starts from Engagement, shows the manual path, then shows the review step before any journey, broadcast, newsletter, or sequence goes live.

Related help

• Review engagement events
• Investigate bounces and skips
• Troubleshoot email deliverability