Accurate engagement data is the backbone of good outreach — it tells you what's landing, drives reply detection, and powers Self Learning AI. We found and fixed an issue that could leave some of that data under-reported, and added monitoring so it can't slip by unnoticed again.
What happened
Campaigns using our shared tracking domain — the default for workspaces that haven't configured a custom tracking subdomain — could intermittently fail to record opens and clicks. One-click unsubscribe links on those emails could also fail to load. Campaigns running on a verified custom tracking domain were unaffected; their certificates were already in place and working correctly.
The failure was silent from your side: campaigns kept sending, and the analytics page kept showing numbers — just numbers that were lower than they should have been. Opens that happened weren't recorded. Clicks that were real went unlogged. For campaigns relying on open and click signals to trigger follow-up steps or feed Self Learning AI, that missing data meant the system was making decisions on an incomplete picture.
What's fixed
The root cause was a certificate and TLS handshake gap on the shared tracking host. It's resolved: the shared host now provisions and serves a valid certificate, and we verified end to end that the tracking pixel, click redirects, and unsubscribe links all respond correctly over HTTPS.
Engagement that occurred during the affected window can't be backfilled, but everything sent from the fix forward is captured normally — your reporting reflects real activity again.
If you use a custom tracking domain, you can confirm its health any time under Tracking Domains — a fully verified domain shows green CNAME, SSL, and HTTPS checks. If any check shows amber or red, that's your signal to investigate before the next campaign send.
What's new: always-on monitoring
Fixes that only correct a known failure leave you exposed to the next unknown one. So alongside the certificate fix, we added synthetic health checks that probe the tracking endpoint continuously from multiple regions. If the tracking host ever degrades again — a certificate renewal gap, a routing issue, a provider hiccup — it's detected within minutes and the self-healing process kicks in automatically.
This is a material change in how tracking reliability is managed. Previously, a degradation could persist undetected until enough data was missing to notice in analytics. Now, the monitoring catches it before it affects more than a handful of sends.
Why tracking data matters beyond the dashboard
Open and click data isn't just a reporting metric. It feeds reply detection — which determines when a contact exits a sequence because they responded — and for AI Autopilot campaigns, it's part of the signal that Self Learning AI uses to continuously improve your copy. Gaps in that data slow down learning and make your campaign analytics harder to act on. A week of under-reported opens doesn't just affect your open rate; it affects every ratio and decision built on top of it.
What you should do
Nothing is required. Tracking works across all campaigns going forward. For the strongest deliverability and fully branded tracking links, consider adding a custom tracking domain under Tracking Domains — it's a single CNAME record and gives you a dedicated certificate and full independence from shared infrastructure.