Email Engagement is a feature of Relationship Insights in Dynamics 365 that helps salespeople with how customers are interacting with emails sent from Dynamics 365.
To enable it, go to Settings->Relationship Insights:
Click on the Email Engagement:
You may see this message:
Click to turn on Email Engagement:
Now, create a new email in Dynamics 365. Note the email must originate in Dynamics 365 as opposed to Outlook. You will notice a new Email Engagement area:
The information link opens this link here.
Note the options:
- Don’t follow – this means the email you sent will not be followed by email engagement
- Send later – schedule to send the email later
- Set Reminder – set a reminder to follow up with the customer
Once you send the email, you will now see this Recipient Activity section.
You can also set a reminder if the customer doesn’t follow up by a certain date:
Which you can then change and remove:
When the customer engages with the email, i.e. they open the email, reply to it, view attachments in the email and click on any email links, you will get a rich set of feedback:
Note you can also set the properties on the recipient record to default follow or not follow:
