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Performance data from Microsoft Dynamics 365 Customer Insights - Journeys

Better Email can show how the emails you build perform once a journey in Customer Insights - Journeys has sent them: sends, deliveries, opens, clicks, bounces, unsubscribes, spam complaints, clicks per link, and how opens and clicks develop over the first week. The numbers appear on the campaign's Performance tab and in the campaign list, next to the email you built.

This guide covers how to switch it on. It assumes you have already connected Customer Insights - Journeys to Better Email.

For what the finished result looks like and how to read it, see Campaign performance.

Your contact data stays in Dynamics​

Better Email never receives, processes, or stores contact-level data. No email addresses, no contact IDs, no per-recipient activity.

Better Email reads the same totals the email's Insights tab shows in Journeys. The list of individual recipients on that tab is never read, and the activity of individual contacts stays in your Dynamics environment.

Nothing to set up inside Dynamics​

Better Email uses the Application User you already set up for export. There is nothing to install.

The Application User's role has to be able to read journeys and the email's insights. The marketing roles that can export usually can. If it can't, the integration reports an access error and syncs nothing.

Enable performance data in Better Email​

  1. Open your Customer Insights - Journeys integration in Better Email.
  2. Turn on Sync performance data.
  3. Save the integration.

Better Email refreshes performance data about once an hour.

How campaigns are matched​

When you export a Campaign, Better Email creates an email in Journeys and remembers its ID. Performance data is read from that exact email, so the match doesn't depend on names. A marketer can rename the email in Journeys and the numbers still land on the right campaign.

Each Destination only reads the emails that were exported through it.

Scheduled and sent​

Better Email also reads the journeys that use the email, so the campaign list shows the send before any numbers arrive:

  • Scheduled with the start time, when a live journey using the email is set to start later.
  • Sent with the start time, once the journey has started.

Sent means the journey has started, not that every recipient has got the email. If the email comes after a wait or a condition in the journey, recipients get it later, and numbers only arrive once they do.

Draft journeys don't count, and a journey paused or stopped before its start time isn't shown as scheduled. The send date on the Performance tab is the journey's start time.

What you get​

  • Sent, delivered, opens, clicks, unsubscribes and spam complaints. Opens and clicks are shown both as unique contacts and as totals.
  • Bounces, the emails Dynamics reports as Delivery failed.
  • Top clicked links and the click-share badges on the preview. Journeys only reports clicks per link for journeys and emails created after September 2024, and not for a journey that also contains an older email.
  • The engagement chart, showing opens and clicks over the first 7 days in 3-hour intervals.

Good to know​

  • Numbers arrive with a delay. Journeys takes a while to count engagement, sometimes several hours after the send. Until the first numbers arrive, the campaign shows Sent.
  • Clicks can read lower than other ESPs. Journeys sends clicks through a page that checks for bots and leaves out clicks it judges automated. Better Email shows the clicks Journeys counts, the same as its Insights tab, so a click Dynamics classed as a bot doesn't appear in either place.
  • One email in several journeys is one send. If the same email is used in more than one journey, Better Email shows their numbers combined.
  • Numbers keep refreshing after the send, so opens and clicks that arrive days later are still counted.
  • An email deleted in Journeys keeps the numbers Better Email last read for it.
  • Only emails Better Email created are tracked. If someone copies the email in Journeys and uses the copy in a journey, that send has no performance data in Better Email.
  • With a very large number of exported emails, Better Email refreshes them in turns, so a single email may update less often than hourly.

Troubleshooting​

No performance data at all. Check that Sync performance data is turned on and that the integration is still enabled. If the integration reports an access error, check that the client secret is still active and that the Application User's role can read journeys and email insights.

The campaign shows Sent but no numbers. First check in Journeys that recipients have reached the email step. If the email comes after a wait, nothing has been sent yet. If it has gone out, Journeys hasn't counted it yet, so give it a few hours. If the email's Insights tab in Journeys shows numbers and Better Email still doesn't after the next hourly sync, contact Better Email support.

A sent campaign shows Not sent yet. The journey that sent it probably used a copy of the email rather than the one Better Email created. See Good to know.

No top clicked links, but clicks are counted. The journey or one of its emails was created before September 2024, so Journeys doesn't report clicks per link. See What you get.

Numbers differ slightly from Journeys. The two systems refresh at different moments, and Better Email refreshes hourly. Give it an hour after a big send.