Microsoft Dynamics CRM (Archived)

How to automatically track email responses?

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Posted on by Jonathan Gough

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I'm using CRM 2011 and I am looking to send a marketing email via a mail merge to about 1,000 contacts.

I have configured my outlook in the email router to work with the CRM.

I have enable tracking tokens in the Marketing system settings and have enabled tracking the tracking of emails in response to CRM email.

I created a 'test' marketing list and campaing with contacts in my own office to see how it worked. The email was sent fine via the mail merge through outlook. Some recipeients chose to unsubscribe and some replied to the email.

In outlook a token is in the corner of each message and a CRM logo by the message in the inbox.

However in the CRM there is no record of a campaign response from these emails, how can I change this?

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Gus Gonzalez 27,113 on at

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This option is available only if e-mail tracking is enabled. This is a setting your system administrator can set. If you are a system administrator, follow these instructions:

1. In the Navigation Pane, click Settings, and then click Administration.

Click System Settings.

2. In the System Setting dialog box, click the E-mail tab.

3. Select the Track e-mails sent between CRM users as two activities option.

4. Click the Marketing tab, and then verify that Create campaign responses for incoming e-mail is set to Yes.

5. Click OK to save your changes and close the System Setting dialog box.

Good Luck!

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Jonathan Gough 985 on at

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I have done everything you have said and carried out another trial run.

With the responses it says this email is being tracked in the CRM and shows the related records.

On the the email screen I then press 'view in CRM'. This opens up the email in the CRM but the 'promote to response' button is currently disabled. Why is this?

Also is there a possibility of once someone replies to the email an automatic response being generated in the CRM campaign response section?

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M2012 576 on at

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Hi there

Is there any option to 'UnTrack' specific emails ids in MS CRM 2011.

The issue is we've few customers and we send a lot emails per day and those emails are being tracked by CRM. Is any solution for this issue ?

Other than clicking on 'UnTrack' button.

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AaronRic 10,035 on at

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Hello,

To answer a few questions, please see below:

On the email screen I then press 'view in CRM'. This opens up the email in the CRM but the 'promote to response' button is currently disabled. Why is this?

Under System Settings| Marketing tab, there is an option to create campaign responses for incoming email. You need to make sure that this is marked Yes.

Also is there a possibility of once someone replies to the email an automatic response being generated in the CRM campaign response section?

I believe what you are asking was answered above

Is there any option to 'UnTrack' specific emails ids in MS CRM 2011.

The issue is we've few customers and we send a lot emails per day and those emails are being tracked by CRM. Is any solution for this issue ?

If the user is set to track all emails, all emails will be tracked and they would have to untrack them manually in Outlook. There may be a custom solution that can be created through the SDK, but this would take some investigation

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2300cff826ff4b76a84... 30 on at

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Hi, I have checked the settings are correct, as per the steps above. But, still I dont see the 'promote to response' button available. I am using CRM 4

any suggestions

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AaronRic 10,035 on at

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CRM 4.0 does not have that functionality. In CRM 2011, you can do this if it is Set Regarding to a Campaign and if you open this up to View in CRM; however, still not in Outlook.

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SusieN 170 on at

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Are there any other tips for getting email replies to register as campaign responses?

We are running CRM 2011, all users working with the Outlook client in 2010. But despite the fact that we send emails via mail merge from a Campaign, no replies are registering as Campaign Responses.

In the System Settings we are not using Tracking Tokens - but these seem to be optional. We do have 'Use Smart Matching' checked, and 'Track e-mails sent between CRM users as two activities'. On the Marketing tab we have 'Enable Direct E-mail via mail merge' and 'Create campaign responses for incoming e-mail' both selected. And yet nothing is tracking back into CRM. The users sending out the emails have both incoming and outgoing mail set to Outlook. We don't even have the option of manually tracking the replies as Campaign Responses in Outlook -the button is dimmed out, that would seem to indicate there is still another setting not right .....

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Gus Gonzalez 27,113 on at

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Nothing automatic...Maybe you should look into using a third party product. There is one from CRMInnovation called Email2CRM.

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SusieN 170 on at

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But this doesn't make any sense! Surely one of the key benefits of sending emails by a mail merge campaign should be that replies to the email can be tracked as responses And other posts seem to indicate that with the previously described settings it should work. There just seems to be something missing!

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Muhammad Adeel Javaid 5,580 on at

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First you will need to define your Local Data (so which contacts you will be synchronize with CRM). Default settings is that it will be only your contacts (those created by you or assigned to you). If you will define your Local Data you should see some contacts in your Outlook and they will have different icon in the Detailed View.

If you will have synchronized contacts visible in Outlook right settings regarding Tracking emails should be working.

You can also use the Diagnostic Wizard to see if there are any issues impacting your ability to communication with the CRM server from your Outlook Client.

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