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Is there any way to see if the person opens the email you sent?

  • 1.  Is there any way to see if the person opens the email you sent?

    Posted 24 days ago
    Hi all,

    We just installed the Dynamics 365 app in the outlook for our users in the organization.

    And the user is able to send an email from CRM by clicking + in Activities/Timeline section from a contact, account, lead or opportunity.

    When the email is sent out, are we able to know if the email was read by the recipient?

    ------------------------------
    Lifeng Xu
    American Society of Clinical Oncology
    Alexandria VA
    ------------------------------
    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 2.  RE: Is there any way to see if the person opens the email you sent?

    MICROSOFT MVP
    Posted 23 days ago
    Hello, great question!

    I'm going to assume you're using Dynamics 365 online.  If so, there's a feature in Dynamics 365 Sales Insights called Email Engagement which you can enable to get information about what recipients do with your emails. Docs on the feature are here: https://docs.microsoft.com/en-us/dynamics365/ai/sales/email-engagement

    Email engagement allows you to see when a recipient opened the email, opened attachments or replied to the email and provides other features. Hope this helps!

    Best regards,
    Andrew.

    ------------------------------
    Andrew Bibby
    D365UG UK Leader
    Dynamics 365 Project Adviser & Microsoft MVP
    Evesham, UK
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 3.  RE: Is there any way to see if the person opens the email you sent?

    Posted 21 days ago
    Edited by Illugi Hjaltalín 20 days ago
    Hi @Lifeng Xu,

    There is a solution as @Andrew Bibby already pointed out. Inspired by your question, I created a video which guides you though the process of enabling the Email Engagement solution.

    It is weird that links included in Dynamics 365 email templates are not tracked, as seen in the video. You need to manually insert the link even when applying a template to your email message.

    Hope it helps.

    [Update: I posted a question on the forum because of this link tracking issue]

    Best regards,
    Illugi​​

    ------------------------------
    Illugi Hjaltalín
    Dynamics 365 CE Consultant
    Freelance Consultant
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


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