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Hi there -
I’ve done some digging but haven’t found a clear answer on how Bulk Emails differ from those sent individually or through a sequence. When users send emails directly from the timeline or as part of a sequence, they get the helpful Email Engagement details like opens, clicks, and replies.
However, when using the Direct Email/Bulk Email feature to send a templated message to multiple recipients, there’s no engagement data at all. The fields are just blank rather than showing zero, as if that tracking isn’t available.
I’m assuming this means Bulk Emails aren’t embedding the invisible tracking image that enables engagement reporting, and that users would need to send emails individually to get that insight. The problem is, sending individual emails is far less efficient, and our users really love the ability to send a single template to a filtered list.
Is there a way to enable engagement tracking for bulk emails, or is this a known limitation? Should I be submitting a ticket to Microsoft, or is this expected behavior? I just want to be certain before I communicate this to my users and tell them that their favorite tool won’t deliver engagement data.
Thanks in advance for your help!
Hi there,
I recommend using Dynamics 365 Customer Insights – Journeys to fully leverage bulk email messaging capabilities. Bulk emailing is primarily a marketing use case, and Customer Insights – Journeys is specifically designed with the right tools and features to manage and optimize this type of communication effectively.
This looks like a known limitation in Dynamics 365 bulk email engagement tracking usually doesn’t trigger for direct/bulk sends. In most setups, only individual emails or sequences capture opens/clicks because of how tracking is embedded. I noticed something similar when moving from a Bulk sms tool to email-based campaigns; bulk sends often lose that level of tracking detail. If engagement data is critical, sequences or Customer Insights emails are usually the better option.
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