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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Mail opened no longer ...
Customer experience | Sales, Customer Insights,...
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Mail opened no longer working in Sales Professional

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Posted on by Community member
Mail Opened was working in Late October.  Seemed to stop one day and no mail ever reports as opened now?  Does anyone know how to resolve this?
 
 
 
 
Sent 30 November 12:02 PM . Not yet opened
 
 
 
 
  • Suggested answer
    RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    Mail opened no longer working in Sales Professional
    Hi,
     
    According to the official documentation, Dynamics 365 is adding a one-pixel transparent image to the email, and the system will only register an email open event if the recipient also downloads an image of the email (including invisible GIFs).
     
    The actual number of opens may be greater than the number recorded in Dynamics 365 Sales.
    The link to this documentation is below.
    https://learn.microsoft.com/en-us/dynamics365/sales/email-engagement
     
    You can try sending a test email, adding an image to the email and then the recipient downloading the image to see if the email can be captured by the system.
     
     
     
    I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.
     
    Best Regards,
    Rudy Zhang

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