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Send Email Templates to Leads and Opportunities without Tracking Token

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Posted on by 32

Hi,

We're having issues with the tracking token and smart tracking for Dynamics. 

The issue we have on the sales side is that, with the tracking token enabled, it shows the CRM:000000 in the subject of any sales emails sent through the timeline, which doesn’t look very professional from a lead perspective receiving an email for the first time, and it also removes the opportunity for us to insert a subject line in the email to entice the end user to open the email.

Because of the above issue, we have disabled the tracking token and switched on the smart tracking feature, but this is causing problems with service side emails not being tracked properly.

Is there a way of keeping the tracking token enabled for emails sent to existing customers, but hiding it in the subject line for any emails sent through the timeline to leads and opportunities? Or, is there another way that the sales team should be sending out individual emails to leads and opportunities? Have thought of adding a script within the email template which replaces the subject line with one relating to the email template, but I can't find a 'show source' for email templates in order to insert a coded script and this may interfere with any spam detection on the end user side, as well as affect the tracking of the email. Seems like this is a known issue, but I can't find any solutions as of yet.

Any suggestions would be much appreciated.

Thanks,

CP

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Send Email Templates to Leads and Opportunities without Tracking Token

    Hi Cnpeps,

    You could create a custom field on the lead entity to filter the leads answer or no answer.

  • Cnpeps Profile Picture
    Cnpeps 32 on at
    RE: Send Email Templates to Leads and Opportunities without Tracking Token

    Hi Steve,

    Thank you, really appreciate your response.

    Is there any way the sales team can send individual emails to customers without having to use the marketing app?

    The only way of sending emails out through the marketing app, would be to send out bulk email campaigns, but we need to just send individual emails as per the feedback they get from a sales call, e.g.:

    They make a call > No answer > They send out 'Just tried to call...' email template.

    or

    They make a call > Lead asked for more details > They send out 'More info...' email template.

    We've tried to automate this with a customer journey, but there is no option to include a rule of 'Leads called with no answer' or 'Leads who asked for more info' - how would you go about amending/tagging these leads, to enable an automated email through the marketing app?

    Thanks,

    CP

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Send Email Templates to Leads and Opportunities without Tracking Token

    Hi Cnpeps,

    There is no way to hide the tracking token in the subject.

    Here are some workarounds:

    1. Customize the tracking token format here:

    pastedimage1662538973654v1.png

    2. Use D365 Marketing to send these emails.

    Overview (Dynamics 365 Marketing) | Microsoft Docs

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