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Tracking is off by default and switched per sending domain, opens and clicks apart, by who manages the application’s Email: on the domain’s page in the console (Email → Setup, the domain), or with PATCH /v1/email/domains/{id} and {"tracking": {"opens": true, "clicks": true}}.

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How it works

Tracked links and the open pixel are served from your own subdomain over HTTPS, links.<your domain> by default, through Tawked’s tracking edge. Add one record at your DNS host: Leave any proxy off for that record: the edge must see the connection itself. The domain’s tracking.state moves from awaiting_dns to awaiting_tls (the certificate is being issued) to active; failing means the subdomain no longer reaches the edge, and mail is sent untracked until it does. The console says which, with Check now. Once active, an open fires email.opened and a click email.clicked to the endpoints that chose them, and the console shows the opens and clicks on each message and the rates on Email’s home. Metrics count them.

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What is recorded, and where it is kept

  • An open records the time, the IP address and the browser string; a click records the same and the link.
  • The IP address, the browser string and the full link travel in the email.opened and email.clicked webhooks to your own endpoint, and are kept with that delivery in the webhook log for 30 days.
  • The raw event (IP address and browser string included) waits at most a day while it is matched to its message, then is deleted.
  • The engagement record kept for the message’s 30 days holds the time and the link without its query string, never an IP address or a browser string.
  • The database’s backups keep what was there for up to their own retention: 30 days, and 30 more for an older backup version.
  • Opens are approximate: mail apps that load images in advance, such as Apple Mail Privacy Protection, count as opens, and mail apps that block images count none. Link scanners, such as Microsoft Defender Safe Links, can count as clicks.
  • Whether and how to tell your recipients is your decision as the sender.
  • Mark an anchor with data-tawked-track="off" to send it as it is: an unsubscribe link, or a link that carries a secret.
  • A tracked link depends on the tracking edge being up. Leave click tracking off on a domain that sends sign-in codes, password resets or other links people must be able to open, or mark those links untracked.
  • The text part is never rewritten.
  • A message of several recipients has one pixel and one set of links for all of them: its opens and clicks count for the whole message, and its webhooks carry to: null and recipients.
Last modified on October 20, 2026