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For admins

Performance data from Microsoft Dynamics 365 Customer Insights - Journeys

Better Email shows how a synced email performs once a journey sends it: sends, deliveries, opens, clicks per link, bounces, unsubscribes, spam complaints, and opens and clicks over the first week. The numbers appear on the Campaign's Performance tab and in the Campaign list. See Campaign performance for how to read them.

Better Email reads the same totals as the email's Insights tab in Journeys. It never reads the recipient list or any contact-level activity.

Turn it on​

Turn on Sync performance data on the integration and save. It uses the same Application User, which needs the performance data privileges. Better Email refreshes about once an hour.

Numbers come from the exact email Better Email created, matched by its ID, so renaming it in Journeys doesn't matter. A copy of the email made in Journeys isn't tracked.

Scheduled and sent​

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

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

Sent means the journey has started. If the email comes after a wait or condition, recipients get it later. Draft journeys don't count, nor do journeys paused or stopped before their start time.

Good to know​

  • Numbers lag. Journeys can take several hours to count engagement. Until then the Campaign shows Sent.
  • Clicks can read lower than other ESPs. Journeys filters out clicks it judges to be bots, and Better Email shows the same count as Insights.
  • Clicks per link are only reported for journeys and emails created after September 2024, and not for a journey that also contains an older email.
  • One email in several journeys shows their numbers combined.
  • Bounces are what Journeys reports as Delivery failed.
  • A deleted email keeps the numbers Better Email last read.

Troubleshooting​

  • No data at all. Check that Sync performance data is on, the integration is enabled, and the Application User has the privileges above.
  • Sent but no numbers. Check that recipients have reached the email step, then give Journeys a few hours. If Insights shows numbers and Better Email doesn't after the next hourly refresh, contact support.
  • A sent Campaign shows Not sent yet. The journey probably used a copy of the email.