Customer Engagement & Dynamics CRM Forum

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  • 1.  Tracking email response

    Posted Oct 17, 2019 10:29 AM


    We are currently sending email reminders to our customers 3 days before an appointment. I would like to add a question to the email to ask the customer confirmation that he will attends. Options I was thinking of was :

    - launch a flow/workflow on receiving an answer to the email we sent. Yet, with this option I think it will be tricky to detect if the customer confirm or declines
    - Add 2 links to the email "Confirm", "Reject" and make them point to a webservice that will update the CRM accordingly. Yet, I hope to find a solution that will need less custom code.
    - Look at email engagment features, to track when the custumer click on a certain link. I don't know if it's possible to launch a flow or worklow based on this tracking.
    - Look at ISV solutions.

    Have you already implemented this type of feature? or any ideas of what could be the easiest way to implement it?

    Best Regards,

    Laurent Maneville
    Drummondville QC

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