Email tracking
15 minutes
Many organizations have short or aggressive sales cycles. Getting
information to and receiving information from customers is critical to ensuring that
these cycles are being met. Knowing when an email has been opened
can be helpful for sales staff. Being able to act based on whether the email has been
opened or not is equally as beneficial. For example, if a signature is needed by Friday at noon, and the
email that provides the link to that document has not been opened by
Thursday afternoon, a reminder could be triggered, reminding you to reach
out to the recipient.
The email engagement feature in Sales Insights allows organizations to:
See when recipients opened your message, selected a link, opened an
attachment, or sent a reply.
Receive an alert right away, the first time a recipient opens your
message.
Schedule the most effective delivery time and receive advice for the
best time based on the recipient's time zone.
Choose the most effective message template, with recommendations that are
based on your organization's previous email interaction history.
Set an alert to remind you when it is time to follow up on an email message.
Review the full interaction history of a single message or review KPIs.
Create and send followed email message
After email engagement is enabled for an organization, any new email
activity that is created in Dynamics 365 will have the email engage
controls available. The controls will be displayed in the Email Engagement
section of an email activity.
The Email Engagement section contains the following options:
Enable/disable following controls - By default, all new messages will be followed. You can disable this on a message-by-message basis by selecting the Do Not Follow option.
Delivery scheduling controls - This option lets you view and set the delivery time for the message. Additionally, the application will offer advice on recommended delivery times such as if sending an email would potentially be outside of normal working hours for a recipient's time zone. You can delay the sending until a time that works best for the customer by selecting Delay Send.
The system will suggest a time, but you can change this time to any time that you choose.
Follow-up reminder controls - Allows you to set a follow-up reminder that can be triggered if certain conditions have not been met.
Each reminder contains a condition. The available conditions are:
If I do not receive a reply by - Will display a reminder in the relationship assistant if a reply to the email is not received by the time specified.
If the email is not opened by - Will display a reminder in the relationship assistant if the email is not opened by the time specified.
Remind me anyway at - Will display a reminder in the relationship assistant at the time specified.
Tracking attachments
In addition to tracking emails, individual attachments that are included in
emails can also be followed and tracked. Before attachments can be
tracked, the email will need to be saved. After the email has been saved, the attachments
subgrid will display and files can be attached.
Files can be attached to an email by selecting the New Attachment button
on the attachment subgrid or by selecting the Attach file button on
the command bar. When attachments are followed, they are stored in a
OneDrive for Business folder, so you will need to ensure that OneDrive
for Business has been enabled.
View email engagement history
The current status, interaction statistics, and KPIs for followed email
messages are available throughout Dynamics 365, where they are gathered
and displayed for each record where they are relevant. The following
sections highlight the various places where you can see this information
in Dynamics 365.
Followed messages show their current interaction status, such as
Scheduled to send, Not yet opened, or Last opened yesterday, right on
their title in the activities list. Use the buttons in the upper-right
corner of an email tile to expand its content and interaction history
in the list or to open the full message page.
Message details
Open the details page for a delivered message by selecting its subject
in an activities or emails list. This selection brings you to a read-only view of
your complete message, with the email engagement section on the right
side of the page that shows the message interaction history and key
performance indicators (KPIs).
See Email Engagement for more information.