Skip to main content

Notifications

Customer experience | Sales, Customer Insights,...
Suggested answer

How to track Customer Journey emails

(0) ShareShare
ReportReport
Posted on by 15

Hi,

Initially I thought that the Marketing Emails just stand for templates for regular email messages sent out from the CRM. Where I got lost is when it seems that Customer Journey does send an email but it does not create a corresponding Email Message record on the Contact in CRM. Am I right or just cannot find any trace of the CJ email when looking from the contact level? 

  • cloflyMao Profile Picture
    cloflyMao 25,202 on at
    RE: How to track Customer Journey emails

    Hi Anna,

    I would like to add supplement based on Antonios' answer.

    Even if Dynamics won't create a corresponding Email Message record on the Contact, but we could set our Dynamics mailbox to "Reply-to address" field of marketing email record.

    3755.JPG

    The description of the field is here:

    https://docs.microsoft.com/en-us/dynamics365/marketing/email-properties#set-sender-and-receiver-options

    pastedimage1590110622014v1.png

    Recipient's reply will be forwarded to the reply-to address.

    In my test, I set the address to my CRM mailbox.

    4377.JPG

    Corresponding tracked email records:

    pastedimage1590111276825v2.png

    7823.JPG

    Activities in contacts' timeline:

    6443.JPG

    In a word, the method above will convert marketing email to activity email record,

    but we need to receive a reply email from recipient.

    Regards,

    Clofly

  • Suggested answer
    AntonioV Profile Picture
    AntonioV 80 on at
    RE: How to track Customer Journey emails

    HI Anna,

    Did you check Insights tab on the Contact form (Insights/Email Interactions)? Marketing App uses a different concept, it does not use traditional CRM activity records, so it is a bit different than you expected, it is not just a template creating tool. It has a separate set of own corresponding activities (interactions) like emails, form submissions, etc.

    Check this just to see the Insights part https://docs.microsoft.com/en-us/dynamics365/marketing/insights

    If you need to create regular CRM activities you could do that with a workflow step in a customer journey, and of course you can use both (regular CRM activities and Marketing activities) in segments to filter out specific contacts. The difference if I remember correctly stems from the fact that Marketing activities are stored in Azure actually and then synced back to the Marketing App.

    BR,

    Antonio

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Announcing Our 2025 Season 1 Super Users!

A new season of Super Users has arrived, and we are so grateful for the daily…

Announcing Forum Attachment Improvements!

We're excited to announce that attachments for replies in forums and improved…

Vahid Ghafarpour – Community Spotlight

We are excited to recognize Vahid Ghafarpour as our February 2025 Community…

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 291,969 Super User 2025 Season 1

#2
Martin Dráb Profile Picture

Martin Dráb 230,842 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans