Hi there –
This behavior is expected and depends on a few factors, including when your tenant went live and whether you're using Real-Time Journeys or have recently transitioned from Outbound Marketing.
If you've started sending emails through Customer Insights - Journeys, there's a warm-up period before insights begin populating in the Insights tab on the contact record. During this time, you may only see limited data in the Timeline view, which is designed to show a snapshot of interactions, not detailed analytics.
More on the warm-up period:
Microsoft outlines this in their documentation:
Real-time marketing known issues and limitations
Email Insights:
For deeper analytics—such as delivery rates, open rates, click-through rates, and device/browser breakdowns—navigate to the Email Insights tab within the specific email message used in your journey. This provides a much richer view than the timeline or contact card.
Learn more here:
Email Insights in Customer Insights – Journeys
Timeline vs. Insights Tab:
The Timeline aggregates interactions across Dynamics 365 apps (Sales, Customer Service, and Journeys), but it’s not designed to be visual or granular. The Insights tab, once populated, offers a more visual and detailed breakdown of engagement across channels.
Documentation:
Customer Interactions Timeline
Tip: If you're using custom contact forms, make sure the Insights tab and timeline controls are properly configured. Missing controls can prevent data from appearing even after the warm-up period.
Hope this helps clarify things! Let me know if you need help checking your form configuration or verifying if your tenant is still in the warm-up phase.
