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Real-time marketing e-mail insights not able to see openings

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We have create a real-time campaign journey. E-mails are send out of the system. Our problem is that we can't see if the customers have opened the e-mail.

After testing we think there might be something wrong in the environment.

In TEST environment it works. We send an e-mail to ourself and could see that it was opened in the customer journey system.

But when we do this in PROD environment it doesn't show that we have opened it.

Anybody knows if you need to change a setting for this or what the issue can be?

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Dengliang Li Microsoft Employee on at

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Hi,

Since I don't have a production environment for Customer Insights Journey, I can only try to reproduce your issue in a trial environment.

Unfortunately, I was not able to reproduce your issue in my test environment. Unique Open in Email Analytics displays normally.

Unique Open will certainly show the number of opens whenever a customer opens an e-mail, regardless of whether the customer entering the journey is a duplicate.

It is recommended that you check that Customer Insights-Journeys is the same version in both the test and production environments.

Best Regards,
Dengliang Li

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Wendy Hartman on at

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You may need to update your compliance settings. I had a similar problem before I realized my settings were defaulted to restrictive and all deliveries were set to donottrack. Once I adjusted the compliance settings the open rates have been captured. https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-compliance-settings

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