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How to track Customer Journey emails

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Posted on by AnnaMP

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?

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cloflyMao 25,208 on at

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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.

The description of the field is here:

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

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

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

Corresponding tracked email records:

Activities in contacts' timeline:

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

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AntonioV 80 on at

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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

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