Understanding the outcomes of conversations between agents and prospects is key information for your business performance, and we in Kaisa understand this very well. Similar to our callback or PIN callback solution, we can also help tracking email conversations between leads and your agents with our Email Tracker. 

Email Tracker is a privacy-preserving email relay between agents and visitors (leads). Neither party communicates directly with the other's real email address — instead, both sides use alias addresses (e.g., john.doe-abc123@reply.kaisa.com). The service intercepts emails, rewrites the sender/recipient addresses, and forwards them transparently.

This enables full email conversation tracking — opens, clicks, bounces, replies — while keeping real email addresses hidden.

How It Works

Email Aliases

Every tracked conversation requires two aliases:

• Visitor alias: Created via the API when a lead is provisioned. Represents the visitor in the conversation.

• Agent alias: Created automatically on the first email the agent sends to a visitor alias.

Both aliases are scoped to a specific lead. 

Where do I start?

For the Alias to work we would need a reply domain for the customer (e.g., reply.customer.com) or alternatively you can use the shared reply.kaisa.com which will work straight away as the domain is already validated. 

If you wish to use your own domain and you still don't use that domain with Kaisa (for example you don't use your domain already with the Engagement Builder) then we will need records validated in order to send emails from your domain on your behalf. You can read about the requirements for us to send emails on your behalf in this article. 

Kaisa will need to enable the Email Tracker service in our backend for your account as well, so you will have to contact your Customer Success Manager and our Support team in order to get started. 

Creating alias for my leads

Currently you will need to use our v3 API in order to create an email alias for a lead. You can read about how to start using our v3 API and authentication, and our Developer Docs to create or check your alias below: 

Kaisa's V3 API 

Developer Docs 

What happens next?

Once you create an email Alias for a lead, a dealer or an agent can email the Alias in order to reach the potential buyer or visitor. When they receive the email, the email address of the agent will also be automatically anonymised into an alias, and if the visitor replies then Kaisa will track that email as well. 

In our Developer docs you can find information to create a new Alias for a lead, update an Alias, or check the status of an Alias (as each email and responses will be labelled differently depending on where they are in the flow). 

The different statuses are listed below:

Using Email Tracker with the Engagement Builder

Once you start using the Email Tracker solution, a new set of Criteria will become available as part of the triggers for our Engagement Builder. The events you can now use as criteria are:

• first contact

• visitor reply

• agent follow-up

• first open

• click

With these options, you can create engagements with Kaisa that will trigger at different steps during the lead life cycle, ensuring you can reach out to relevant people via email or sms, or send data with our webhook to your CRM or third party solution at different intervals, among other options. 

Any questions feel free to reach out!