Tracking Open and Click Activities in Journeys

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Posted on by backinstereo

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I send 4-5 email Customer Journeys on a regular basis. With Pardot, I had the option to make an activity after the email was sent. Was it clicked and was it opened? With D365, I can't seem to figure this out. Without this function, we have no way of knowing who opened what at the Contact page level. I want to be able to go to John Smith's page and see in his activity that he opened and clicked on specific Customer Journeys, not have to dig in each email sent Insights to see if they clicked it. Our Sales team doesn’t have time for that.

SO with that being said, anyone have any tips for adding these types of activities to Journeys? I can create the Marketing Activity Task but then what. The Trigger tiles make no sense to me.

Can someone help me lay this out with the tiles given:

Send email #1 > Have they opened? > Log Open Activity > Have they clicked? > Log Click Activity > Pause 7 days > Send Email #2 >> Log Open Activity > Have they clicked? > Log Click Activity > Pause 7 days > Send Email #3 > Log Open Activity > Have they clicked? > Log Click Activity > End

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Customer Journey Design

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Vivek_Singh 385 on at

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RE: Tracking Open and Click Activities in Journeys

Hi Backinstereo,

I guess you can use triggers with Activity to log the different actions by customer. You can follow below steps -

1. Create customer journey. Select Segment tile then add Marketing Email #1.

2. After Marketing Email #1 use trigger #1 (If yes add Activity #1 tile, If no add Marketing Email #2 tile).

3. Activity #1 tile can be used to track Email opening actions. Now connect activity #1 with trigger #2 (If yes add activity #2 tile which will used to track Click tracking).

4. Now Go back to Marketing Email #2, this reminder mail 1 which can be scheduled for 7 days later.

5. Repeat the same steps till marketing Email #3.

6. Once done check for errors then Go Live.

Hope this could solve your problem. Let us know if you face any problem.

Regards,

Vivek Singh

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backinstereo 120 on at

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RE: Tracking Open and Click Activities in Journeys

Thank you.

See my screenshot where I have done your steps. As you can (kind of) see, I have all the Trigger X spaces blank, which isn’t allowed in 365. Not sure what to put there since I still want them to receive the email. I am hoping I don’t have to lay out the emails for each X step, as well, that seems insane.

My question is, either way if they clicked or opened or not, I want them to receive all of these emails every 7 days. By the looks of what I created, if they get the first email and open and click then they're done and won't receive the rest. Am I correct?

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Vivek_Singh 385 on at

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RE: Tracking Open and Click Activities in Journeys

Hi backinstereo,

Thanks for providing more details. Please find my response below -

1. Keeping Trigger X spaces blank is allowed. So you can add activity if required.

2. Coming to your main question, as mentioned you want contacts to receive emails irrespective of there actions. In that case you can just design one cycle of tiles and the add recurrence to the CJ. Below are the steps to do so :

Select Segment #1 --> Email #1 --> Trigger #1--> Activity #1 --> Trigger #2 --> Activity #2

Go to Recurrence Field and Select YES.

Go to General Tab and provide # of recurrences and Interval.

Save and Go Live.

I believe this will solve your problem. Do let me know if you face any problem.

Regards

Vivek Singh

** If this resolves your query then do mark this as verified

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backinstereo 120 on at

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RE: Tracking Open and Click Activities in Journeys

Thank you for the detailed screen shots!

So after Activity #2 for Email #1, I would just add a Scheduler and then Email #2 and proceed the same until I reach Email #3?

I always thought Recurring meant that the people would keep getting the same emails over and over. My goal is for the user to reach Email #3 and then finish.

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megcda 2,192 on at

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RE: Tracking Open and Click Activities in Journeys

Hi Backinstereo,

If you want the contact to go through the pipeline only once, then you don't set the journey to recurring. Please see this recurrence help documentation for details.

Thanks,

Megan

Please mark as Verified if this answers your question!

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Vivek_Singh 385 on at

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RE: Tracking Open and Click Activities in Journeys

Hi backinstereo,

After Activity #2 no need to add any tiles. The recurrence you selecting should take care of Email #2 and Email #3 at interval of 7 days as you giving recurrence count and interval in general tab.

Regards,

Vivek Singh

**If this resolves your issue then do mark it as verified,

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backinstereo 120 on at

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RE: Tracking Open and Click Activities in Journeys

I've been given two separate answers above, so that confuses me a little. Instinct says to avoid recurring intervals in the settings and just create the pipeline in length with Schedulers, Triggers and Activities for each email.

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Vivek_Singh 385 on at

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RE: Tracking Open and Click Activities in Journeys

Hi Backinstereo,

Is the content of all the emails same? If it same then only you can go for recurrence. Recurrence is just the repetition of same activities so if you are sending the same email thrice then recurrence will work here.

Regards,

Vivek Singh

**If this resolves your issue then do mark it as verified,

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backinstereo 120 on at

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RE: Tracking Open and Click Activities in Journeys

No, all 3 of my emails are different.

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backinstereo 120 on at

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RE: Tracking Open and Click Activities in Journeys

So I've ran my Journey and opened the email, clicked the links and I'm still not seeing any Activity at the Contact Level of my page. I have my timeout set to 1 hour, does that mean I won't see this activity for an hour?

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