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Email Engagement (Following Email to track Opens, etc.) Sent from Outlook

  • 1.  Email Engagement (Following Email to track Opens, etc.) Sent from Outlook

    Posted Jan 19, 2021 03:29 PM
    Hey all,

    I'm wondering how you all handle tracking email engagement for messages that users send through Outlook?  We've had issues with getting the follow feature to work for the past year and when contacting Microsoft support we were told that Following email in Outlook is not supported and that the button that shows follow is set to be remove soon since it does not work.  This seem amazing to me that it wouldn't be supported in Microsoft's core email application.

    The follow feature works fine when we send a message directly from the CRM but emailing from the CRM isn't our user's preferred workflow.

    Does anyone have any ideas or thoughts on how we can track opens, clicks, etc. with messages sent from Outlook?  Or is support correct and we're just completely out of luck here?

    Thanks in advance for any thoughts!

    #CustomerEngagement ​​

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    Bryan McMullan
    MarshBerry
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  • 2.  RE: Email Engagement (Following Email to track Opens, etc.) Sent from Outlook

    SILVER CONTRIBUTOR
    Posted Jan 26, 2021 10:37 AM
    I was also very surprised that this function didn't work. You'd think they'd remove the button before removing the function but whatever...

    We use the Outlook Add-On but that only tracks emails within the CE and in my experience is a little finnicky. We just started using ClickDimensions which is WAY more than just an email tracking feature, but we're excited to have this functionality within our org.

    However, Power Objects has an add-on that is solely this feature. Per norm it's $1/user but I bet it would fit your needs well if you really only need to track opens and clicks:

    PowerEmail | Track Emails Sent in Dynamics 365 (powerobjects.com)

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    Lucas Hewitt
    Enterprise Application Specialist
    Ethnos360
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  • 3.  RE: Email Engagement (Following Email to track Opens, etc.) Sent from Outlook

    Posted Jan 27, 2021 07:47 AM
    @Lucas Hewitt - Truly appreciate the reply.  Wondered if we're the only org who actually wants to follow messages in Dynamics.  I took a quick look at PowerEmail, but I didn't see anything regarding functionality within Outlook.  But I need to look into it more.  ClickDimensions might be something I suggest to the team too, but would likely be overkill just for the follow capability (and may cause some heartache as we use Hubspot too).

    Again, thanks for the response!​

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    Bryan McMullan
    VP of IT
    MarshBerry
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