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Threaded Emails in Customer Journey

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Posted on by BPX

I am trying to create threaded emails in Dynamics 365 marketing using customer journeys. It's a common scenario that when you send an email with action required customer might not take action. so, we need to do a follow up. In a normal customer journey, every email block is acting like it a distinct email and outlook (nor Gmail) doesn't group this email together as a thread but shows up as distinct. These days almost all of the email marketing platforms allow you send follow-up emails on the same email thread. Can anyone suggest how to achieve this in dynamics please...

Thanks

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Nya 29,060 on at

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Hi,

Here is an example:

I created a customer journey to send an email which contains an Event. It should be added as Email element.

Then I set an If/then tile to decide if it needs to follow up based on if the recipients take action or not.

Here, in the following screenshot, it means that if the contact has not registered the event in 3 days, another email will be sent to the contact.

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jimxmy 150 on at

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Hi @Nya,

The second email upon the condition will be sent as a distinct email but not as a followup email in the same thread as the first initial email before the actual registration step, which again kills the whole point of the question.

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Murtuza Banani 10 on at

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I was looking for a similar solution and ended up creating multiple threaded emails to send to the user.

For example, you send email A as the original message so now create Email B and add Email A content as a part of the Email B.

That way it will look like a threaded email but still, it's a distinct email. My follow up emails looks something like this

Email B

------ Original Message ------

Email A

PS: If you want you can format email A with typical email headers that are contained by threaded emails.

Hope this helps. Good Luck.

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jimxmy 150 on at

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Hi @Murtuza

Even though this will certainly work, it is not really a solution to the problem. Have you tried anything else?

For me, I tried to put the same subject line for the marketing emails in the same customer journey and it worked pretty well for the recipients that were using Gmail but NOT for the ones that were based on Outlook server profile. For outlook users, the email were still being sent as distinct email despite the same subject line so certainly isn't the absolute solution.

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Murtuza Banani 10 on at

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[quote user="jimxmy"]
Hi @Murtuza

Even though this will certainly work, it is not really a solution to the problem. Have you tried anything else?

For me, I tried to put the same subject line for the marketing emails in the same customer journey and it worked pretty well for the recipients that were using Gmail but NOT for the ones that were based on Outlook server profile. For outlook users, the email were still being sent as distinct email despite the same subject line so certainly isn't the absolute solution.
[/quote]

Hi Jimit,

In my case, I had to keep all the subject lines different but the end goal was to let the recipient know that it's not our first email so referencing the original message turns out to be the solution for us... :)

The subject line works with Gmail but not on Outlook and there are several other mailing clients that we need to think about and other than that the mobile and desktop mailing clients also have different behaviors, in many scenarios.

As you said it is not a solution but till now it doesn't seem like there's any so we decided to go with the email referencing solution that I mentioned above to cover all mailing clients without any hassles and fulfill our end goal.

Additionally, I looked through the documentation, community, almost everywhere but not a thing that works on everything. If you find something, please feel free to reach out.

Thanks!

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jimxmy 150 on at

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Hi Murtuza,

Yes, could definitely proceed with your take on this problem and try it out. For now, there is no functionality in the Dynamics Marketing for threaded emails so it's going to be a huge issue at the very least, for now(I suppose)! I did a lot of R&D and just like you, there is nothing that could be helpful in this case.

I hope for Dynamics team to address this an upcoming feature that could be considered to be added in the system.

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