Sending an email is only the beginning. Shape’s email reporting tools help you understand what happened afterward.
Users and managers can track individual emails, review opens and clicks, monitor bulk campaigns, identify bounced or failed messages, manage unsubscribes, and analyze email activity down to the individual record.
For multi-branch organizations, Shape also provides centralized campaign reporting so Corporate users can monitor email activity across their applicable branches without logging into each one separately.
Depending on what you’re trying to understand, Shape offers several different email reporting tools.
What Can You Track With Shape Email Reporting?
Shape can provide visibility into email information such as:
- Total emails sent
- Delivered emails
- Opened emails
- Clicked emails
- Open rate
- Click-through rate
- Bounces
- Failed emails
- Unsubscribes
- Complaints
- Send method
- Email template
- Subject line
- Sender
- Recipient
- Date sent
- Date opened
- Date clicked
- Campaign progress
- Campaign status
- Scheduled and completed dates
You can use these metrics at several levels, from reviewing one customer’s engagement history to evaluating a bulk campaign sent to thousands of records.
Which Email Report Should I Use?
Shape includes several email reports because different questions require different levels of detail.
| If you want to understand… | Use… |
|---|---|
| Individual emails sent from Shape | Email Performance Report |
| Opens, clicks, and delivery for individual emails | Email Performance Report |
| A bulk email campaign | Bulk Email Report |
| Bulk campaigns across multiple branches | Cross-Branch Email Campaign Report |
| Bounced or unsuccessful email activity | Bounced Email Report |
| A contact’s overall email engagement | List page email engagement columns |
| Email activity for one specific contact | Contact Log / applicable record activity |
The reports complement each other rather than duplicating the same information.
Email Performance Report
The Email Performance Report provides detailed information about emails sent through Shape.
This is the best place to start when you need to investigate email activity at the individual-message level.
You can filter the report using criteria such as:
- User
- Team
- Template
- Send Method
- Status
- Date Range
The report also provides high-level metrics for the selected audience. These can include:
- Total Emails
- Open Rate
- Click-Through Rate
- Bounce Rate
- Total Unsubscribes
Email Performance Details
For each email, the report can display information such as:
- Template Name
- Record ID
- Email Recipient
- Recipient Email
- Sender
- Sent From
- Email Subject
- Send Method
- Status
- Date Sent
- Date Opened
- Date Clicked
- Rejected Date
- Failed Date
- Bounce Date
- Response
- Action
This makes the report useful both for broad performance analysis and troubleshooting individual messages.
Understanding Send Method
Not every email in Shape is sent the same way.
The Send Method helps identify how the email was generated.
Depending on your Shape configuration, an email may have been sent through:
- A user
- A Trigger
- A Drip Campaign
- A bulk campaign
- Another supported automated workflow
This distinction can be very helpful when troubleshooting.
For example, if a customer received an email you weren’t expecting, Send Method can help determine whether it came from a user or an automated process.
Tracking Email Opens
When Shape receives an applicable open event, the Email Performance Report can record the email as opened and display the Date Opened.
At the report level, Shape can also calculate an Open Rate for the selected email activity.
Open tracking is useful for identifying general engagement trends, but it should not be treated as a perfect indication that a specific person personally read an email. Email providers, privacy features, image handling, and other technologies can affect how open activity is recorded.
For that reason, open data is often most useful as one engagement signal alongside clicks, replies, calls, and other CRM activity.
Tracking Email Clicks
When a recipient clicks a tracked link within an applicable email, Shape can record the engagement and display the Date Clicked.
The Email Performance Report also provides a Click-Through Rate for the selected audience.
Clicks can be particularly useful because they help managers identify recipients who are interacting with the content beyond simply receiving or opening the message.
For example, a user might prioritize follow-up with a prospect who clicked:
- An application link
- A scheduling link
- A product page
- A pricing page
- A landing page
- Another call-to-action
Total Opened Emails and Total Clicked Emails
Email engagement isn’t limited to dedicated reports.
Shape also provides list-page tracking columns that give users a quick view of a contact’s historical email engagement.
Total Opened Emails
Total Opened Emails displays how many individual emails sent to the record have registered at least one open.
For example, with Emails Sent: 10 and Total Opened Emails: 7, the value is 7, even if one of those emails was opened several times.
It counts emails that were opened, not total open events.
Total Clicked Emails
Total Clicked Emails displays how many individual emails have registered at least one link click.
For example, with Emails Sent: 10 and Total Clicked Emails: 3, the value is 3, even if a recipient clicked several links or clicked the same link multiple times within one of those emails.
Why Email Engagement Columns Are Useful
These columns give sales and service teams engagement context directly from their normal list views.
Instead of opening an email report every time, a user can quickly identify contacts who appear to be interacting with their email communications.
For example, you could add columns such as Total Emails Sent | Total Opened Emails | Total Clicked Emails and quickly distinguish between a contact who has received ten emails with no tracked engagement and someone who has opened and clicked several.
This can help users prioritize follow-up and add more context to their outreach.
Bulk Email Report
The Bulk Email Report is designed specifically for campaigns sent to larger audiences.
Rather than displaying every individual email as its own primary row, the report provides campaign-level visibility into the send.
Depending on the campaign, available information can include:
- Initiation Date
- Scheduled Date
- Completed Date
- Template Name
- Subject Line
- Initiated By
- Sent
- Delivered
- Failed
- Bounced
- Processed
- Opens
- Clicks
- Unsubscribes
- Complaints
- Progress
- Status
- Actions
Initiation, Scheduled, and Completed Dates
These timestamps help administrators understand the lifecycle of the campaign.
Initiation Date — When the campaign was submitted.
Scheduled Date — When the campaign was scheduled to begin sending. If Send Immediately was selected, the Scheduled Date can match the Initiation Date.
Completed Date — When the campaign finished processing.
These dates are particularly useful when reviewing campaigns that were prepared in advance or when troubleshooting when a particular send occurred.
Template Name and Custom Content
The Bulk Email Report identifies the email template used for the campaign.
If the user created the campaign without selecting a saved template, Shape displays Custom Content.
This makes it easier to distinguish reusable template-based campaigns from emails created specifically for that send.
Bulk Email Progress
Larger email campaigns can take time to process.
The Bulk Email Report includes a Progress indicator showing how much of the campaign has been processed.
This gives administrators visibility into whether a campaign:
- Has not started
- Is currently processing
- Is approaching completion
- Has finished
Rather than assuming something is wrong because a large campaign hasn’t completed immediately, you can review its current progress.
Bulk Email Status
Campaign statuses can include values such as:
- Queued
- In Progress
- Completed
- Paused
- Canceled
The current status tells you whether Shape is still working through the campaign and whether administrative action may be available.
Pause, Resume, and Cancel
The Bulk Email Report is not only for reporting.
Depending on the campaign’s current status, authorized users can use available actions such as:
- Preview
- Pause
- Resume
- Cancel
Pause — Temporarily stops remaining campaign processing when available.
Resume — Continues a campaign that was previously paused.
Cancel — Stops applicable remaining messages from being processed.
Messages that were already sent before the pause or cancellation cannot be recalled.
These controls can be especially valuable if someone discovers an issue with a large campaign after it begins processing.
Cross-Branch Email Campaign Reporting
Multi-branch organizations have an additional reporting need.
Corporate users may need to monitor email campaigns happening across multiple branches without logging into every branch separately.
Shape’s Cross-Branch Email Campaign Report provides centralized visibility into applicable bulk email activity across the branches available to the Corporate user.
Campaign Metrics Overview
Cross-branch campaign reporting can include information such as:
- Date
- CRM ID
- Template
- Initiated By
- Status
- Sent
- Delivered
- Failed
- Processed
- Opens
- Clicks
- Unsubscribed
- Complaints
- Remarks
- Actions
The CRM ID helps administrators identify which Shape branch or environment is associated with the campaign.
Why Cross-Branch Email Reporting Matters
For organizations with many branches, centralized reporting helps Corporate teams answer questions such as:
- What campaigns are currently being sent?
- Which branch initiated a campaign?
- Who initiated it?
- How many emails were sent?
- How many were delivered?
- Are there failures or complaints?
- How many recipients opened or clicked?
- Are any campaigns still processing?
- Does a campaign need to be paused or canceled?
Without centralized reporting, Corporate administrators would have to log into each branch and review its activity separately.
Managing Cross-Branch Campaigns
Where available, Corporate users can also manage active campaigns from the centralized reporting experience.
Applicable controls can include:
- Preview
- Pause
- Resume
- Cancel
This provides Corporate teams with visibility and the ability to intervene when necessary.
For example, if a campaign is being sent from the wrong branch or contains content that needs to be corrected, an authorized Corporate user can identify the campaign and stop remaining activity where the current status allows it.
Bounced Email Report
The Bounced Email Report helps users identify email addresses and communications that may require attention.
This can be especially useful for data cleanup and email deliverability management.
The report can provide information such as:
- Template Name
- Record ID
- Email Recipient
- Recipient Email
- Sender
- Sent From
- Email Subject
- Send Method
- Status
- Date Sent
- Date Opened
- Other applicable message details
It also allows you to analyze activity based on factors such as record type, campaign, opt-out method, date, and other available filters.
Manual, Triggered, and Drip Campaign Emails
The Bounced Email Report can provide additional context around how email activity originated.
This can help distinguish activity such as:
- Manual Emails
- Triggered Emails
- Drip Campaign Emails
If bounce activity suddenly increases, knowing the send method can help narrow the investigation.
For example, a spike associated with one particular automated campaign may deserve a different review than a handful of manually entered bad addresses.
Cleaning Up Bounced Email Addresses
Repeatedly sending emails to addresses that are known to be bad is usually not useful.
Shape gives users several ways to use bounce information for data cleanup.
From supported email reporting, users with the appropriate permissions can select records and apply Email Unsubscribe in bulk.
For example:
- Filter the Email Performance Report for bounced emails.
- Review the affected records.
- Select the applicable recipients.
- Apply Email Unsubscribe.
This gives administrators a simple way to prevent future email communication to addresses they have identified as unusable.
Automating Email Bounce Management
Bounce management can also be automated.
Shape tracks applicable email bounce events, which can be used within supported automation workflows.
For example, you could create a Trigger that responds when an email bounces and then:
- Add an Email Bounce tag
- Update an applicable email communication preference
- Move the record into a data-cleanup workflow
- Notify a user to collect an updated email address
- Apply another supported automated action
This can reduce the need for managers to periodically clean up every bounced address by hand.
Example: Automated Bounce Cleanup Workflow
An organization might create the following workflow:
Email Bounces → Add Tag: Email Bounce → Update Email Communication Preference → Create Task: Request Updated Email Address
Now the bounce becomes actionable CRM information rather than simply another failed email metric.
Email Reporting for Data Quality
Email reporting isn’t only a marketing tool.
It can also highlight problems with your contact database.
For example, managers may notice:
- High bounce volume from a particular import
- Poor-quality email addresses from a lead provider
- A specific campaign generating unusual failure rates
- Old records containing outdated email information
- Individual users entering inaccurate addresses
These patterns can help you decide when to use additional tools such as Email Validation before sending to larger audiences.
Email Reporting for Sales Follow-Up
Sales users can use engagement information differently.
A manager may care about overall campaign open rates.
An individual salesperson may care that one specific prospect has clicked three of the last five emails they received.
Shape supports both views. Use:
- Email Performance Report for individual message detail.
- Total Opened Emails / Total Clicked Emails for quick record-level context.
- Contact Log for the broader communication history with one record.
Email Reporting for Marketing Teams
Marketing teams can use campaign metrics to compare:
- Email volume
- Delivery
- Opens
- Clicks
- Unsubscribes
- Complaints
- Bounce activity
- Template performance
- Campaign performance
Combine these metrics with Shape’s lead source, campaign, status, and other CRM data when you want to understand what recipients did beyond interacting with the email.
An email click is useful.
A recipient who clicked and later progressed through your sales pipeline is even more meaningful.
Understanding Email Metrics
Sent — Emails submitted for sending.
Delivered — Emails reported as successfully delivered to the recipient’s mail environment.
Failed — Messages that were unsuccessful during the sending process.
Bounced — Messages that could not be delivered and generated an applicable bounce result.
Processed — Messages Shape or the applicable email service has processed as part of the campaign.
Opens — Emails with applicable tracked open activity.
Clicks — Emails with applicable tracked link-click activity.
Unsubscribes — Recipients who unsubscribed from applicable email communication.
Complaints — Applicable complaint activity associated with the email.
The exact relationship between these counts can vary based on message processing and recipient behavior, so they should be evaluated together rather than assuming every metric represents a simple linear funnel.
Email Reporting Best Practices
Choose the Report Based on the Question
Don’t start with whichever report happens to be familiar.
If you’re troubleshooting one email, use Email Performance. If you’re evaluating a campaign, use Bulk Email Report. If you’re overseeing multiple branches, use Cross-Branch reporting. If you’re cleaning up problematic addresses, start with bounce information.
Don’t Judge Engagement From Opens Alone
Open data can be useful, but it is only one signal.
Clicks, replies, calls, appointments, status progression, and other CRM activity provide additional context.
Pay Attention to Clicks
A link click can indicate stronger engagement with the content.
Use Total Clicked Emails or individual click tracking when prioritizing follow-up.
Review Bounces Regularly
Bounce information can help identify outdated or poor-quality contact data.
Use reporting, Email Unsubscribe, Email Validation, tags, and automation to keep your email audience cleaner.
Look at Send Method When Troubleshooting
If an unexpected email was sent, determine whether it came from:
- A user
- A Trigger
- A Drip Campaign
- A Bulk Email Campaign
- Another supported workflow
This can dramatically narrow the investigation.
Monitor Large Campaigns
Use Progress and Status rather than assuming a campaign is stuck.
If something is wrong, pause or cancel applicable remaining sends when available.
Use Cross-Branch Reporting for Corporate Oversight
Multi-branch Corporate teams should use centralized reporting rather than manually checking every branch.
Connect Engagement to CRM Outcomes
The goal of most business email isn’t simply to generate opens.
Use Shape’s other reporting and CRM data to understand whether engaged recipients eventually:
- Responded
- Made contact
- Scheduled an appointment
- Progressed in status
- Converted
- Closed
- Reached another meaningful business outcome
Frequently Asked Questions
Can Shape track email opens?+
Yes. Shape tracks applicable email open activity and can display open dates, open rates, and record-level open counts.
Can Shape track link clicks?+
Yes. Applicable link clicks can be tracked and displayed through email reporting and record-level engagement columns.
What Is Total Opened Emails?+
Total Opened Emails counts the number of individual emails that registered at least one open.
It does not count every individual open event.
What Is Total Clicked Emails?+
Total Clicked Emails counts the number of individual emails that registered at least one link click.
It does not count every click event within those emails.
Where can I see one specific email?+
Use the Email Performance Report or the applicable record’s communication history.
Where can I see overall email performance?+
The Email Performance Report provides metrics such as Total Emails, Open Rate, Click-Through Rate, Bounce Rate, and Total Unsubscribes.
Where can I monitor a bulk email campaign?+
Use the Bulk Email Report.
It provides campaign-level information including progress, status, sent, delivered, failed, bounced, opens, clicks, unsubscribes, and other applicable metrics.
Can I pause a bulk email campaign?+
When the campaign status allows it, authorized users can use the available Pause action.
Can I resume a paused campaign?+
Yes, where the campaign remains eligible to continue.
Can I cancel a bulk email campaign?+
Where available, authorized users can cancel applicable remaining sends.
Emails that have already been sent cannot be recalled.
Can Corporate users monitor email campaigns across branches?+
Yes. Cross-Branch Email Campaign reporting provides Corporate users visibility into applicable bulk email campaigns across their available branches.
Can Corporate pause or cancel a branch campaign?+
Where the campaign’s status and the user’s access allow it, Cross-Branch reporting can provide controls such as Preview, Pause, Resume, and Cancel.
Can I see who started a bulk email campaign?+
Yes. Bulk email reporting includes Initiated By information.
Can I tell whether a saved template was used?+
Yes. The Bulk Email Report shows the Template Name.
If a saved template wasn’t used, the report can display Custom Content.
Can I see when a campaign was scheduled and completed?+
Yes. Bulk Email reporting includes Initiation Date, Scheduled Date, and Completed Date.
Can I find bounced emails?+
Yes. Use the applicable email reporting and Bounced Email Report to identify bounce activity.
Can I bulk unsubscribe bounced email addresses?+
Yes. Supported email reporting allows authorized users to select applicable records and use Email Unsubscribe in bulk.
Can Shape automatically do something when an email bounces?+
Yes. Applicable bounce activity can be incorporated into supported Shape automation.
For example, you may use a Trigger to tag the record, update communication preferences, or create follow-up activity.
Can I export email reports?+
Export availability depends on the specific report. The Email Performance and applicable bulk email reporting areas provide export functionality where supported.
Understand What Happens After You Hit Send
Shape email reporting gives teams visibility at every level of their email strategy.
Sales users can see whether an individual contact is engaging with their messages.
Managers can review activity by user, team, template, method, and status.
Marketing teams can evaluate campaign delivery, opens, clicks, bounces, and unsubscribes.
Corporate administrators can monitor bulk campaigns across multiple branches and intervene when a campaign needs to be paused or stopped.
And when email data points to a contact-quality problem, Shape’s bounce tracking, Bulk Actions, Email Validation, communication preferences, and automation tools give you ways to do something about it.
That turns email reporting from a collection of open and click numbers into useful information your team can use to improve communication, clean up data, and prioritize follow-up.