A trigger link in GoHighLevel records every click on the contact's activity timeline and can start a workflow, so the firm can see who opened the engagement letter link and follow up only with those who did not sign. The bottom line: use clicks and the document's own status, not email open counts, because open counts have been unreliable since Apple changed mail privacy in 2021.
Why not use email opens
Apple's Mail Privacy Protection, released with iOS 15 on September 20, 2021, loads a message's images automatically and hides the recipient's location, so the tracking pixel fires whether or not a person read the message. Litmus data cited by the email firm Pinpointe suggests roughly half of reported opens across the average program are inflated by this, and Twilio SendGrid advises senders to rely on clicks and conversions instead. For a law firm, a false open is worse than useless: it can convince a paralegal that a client saw the letter.
Three signals, compared
| Signal | What it shows | How reliable |
|---|---|---|
| Email open | A pixel loaded | Unreliable, inflated by Apple Mail |
| Trigger link click | The person clicked the tracked link | Reliable, though a scanner can also click |
| Document status: viewed, signed | The person opened or signed the document | Best evidence, from the signing system itself |
The right setup uses all three in order of strength. The document status decides whether to follow up, and the trigger link clicks tell staff whether a nudge or a phone call is the better next step.
Build it in GoHighLevel
GoHighLevel's help pages describe trigger links as tracked links whose clicks are recorded on the contact's timeline, note that the link must be placed in the message body, and describe a Trigger Link Clicked workflow trigger that can be filtered to one link. The Documents and Contracts trigger fires on document statuses such as sent, viewed, signed, or declined.
- Create a trigger link that points to the signing page for the engagement letter, and name it Engagement letter.
- Send the letter with that link in the message body, as in our consultation follow up guide.
- Build a workflow with the Trigger Link Clicked trigger filtered to that link that adds the tag Letter link clicked.
- Build a second workflow with the Documents and Contracts trigger set to signed that adds Engagement signed.
- Create a Smart List of contacts with the click tag and without the signed tag, and review it each morning.
- Add a task for the intake attorney to call anyone who clicked twice and has not signed within 48 hours.
A scanner or a security tool can sometimes click links in an email before the person does. Treat a click at the moment of delivery with caution, and rely on the document status for the final word.
What to do with each signal
| Situation | Next step |
|---|---|
| Clicked and viewed, not signed | Call within a day, since the person is reading and something is holding them back |
| Clicked, did not view | The link may have been scanned, or the page failed to load, so text a short check in |
| Neither clicked nor viewed | Resend by email, and try a different channel after 3 days |
| Signed | Stop the sequence and start onboarding |
The point of tracking is to change what staff do. A person who has read the letter twice and not signed is asking a question, and a phone call from the intake attorney answers it faster than a third reminder. A person who never opened it may have missed the email, and a text is the better nudge. Before click tracking, the firm treated every unsigned letter the same way and either nagged everyone or called no one.
Worked example
For example, if 40 letters go out in a month and 24 are signed, 16 are unsigned. If 10 of those clicked the link, they are the warm ones (10 of 16 calls to make first), and the other 6 get a different message.
Mistakes to avoid
- Counting opens. Apple Mail inflates them.
- Treating a click as a signature. Check the document status.
- Putting the link in a custom value. The click will not record.
- Calling every non signer the same way. Clickers and non clickers need different messages.
How this was handled before
Firms counted email opens and returned receipts, and a paralegal called anyone who had not replied. Opens were a weak signal even before Apple's 2021 change, and became weaker after it. Clicks and signing status give the firm evidence a person actually acted.
What to measure after launch
Track letters sent, link clicks, letters viewed, letters signed, and signatures within 48 hours of a click. Compare signature rates for people who clicked and did not click, and use the gap to decide when to call.
Check before you switch it on
US text messages sent from a standard 10 digit number need A2P 10DLC registration. The HighLevel support portal says registration is required for texts to US recipients from 10 digit long code numbers and that toll free numbers do not require it. HighLevel's opt in guidelines also say a person cannot be forced to agree to text messages in order to submit a form, so keep the consent box optional. One compliance guide separates informational texts, which need documented consent, from marketing texts, which need prior express written consent. Ask your attorney which category your reminders fall into. Tell clients in your privacy notice that the firm records link clicks, and keep the tracking to the engagement process. This is general information, not legal advice.
Questions people ask
Why are email opens unreliable?
Apple Mail Privacy Protection preloads images, so opens are recorded whether or not a person read the email.
Does a click mean the client signed?
No. It means the tracked link was opened. The document status shows viewed and signed.
Where do I see the click?
GoHighLevel records trigger link clicks on the contact's activity timeline.
Ready to try it yourself? Start a GoHighLevel account here.
You can also see this in action in our GoHighLevel capabilities demo.