View customer interactions on the contact or lead timeline


This post applies to both Outbound and Realtime Marketing. The feature is available from release 1.91.2018.0 (February 2023), which should be available for you by now. If not, you can manually update your Marketing installation by going to Settings > Version.

The timeline makes it possible to view incoming or outgoing activities, like phone call activities, appointments or emails. This could be useful for users such as account managers, so they can check everything a contact has done before visiting a customer.

With this update, it is also possible to show customer interactions related to your marketing initiatives in the timeline on contacts and leads, such as:

  • Marketing emails
  • Text messages
  • Push notifications
  • Web activity
  • Forms
  • Events

Note that this feature is automatically added to the timeline when you use out-of-the-box contact and lead forms. However, when you use custom forms, you need to add a custom connector to the timeline component in your form to be able to view marketing interactions.

To accomplish this, you need to follow the steps below.

  1. Create a (or open an existing) solution.
  2. Add the contact and/or lead table and form to the solution.
  3. Open the form in which you would like to add the marketing interactions to the timeline.
  4. Click on the timeline component.
  5. In the properties, click on ‘+ Add connector’.
  1. In the pop-up, add the following values to the fields.
Resource pathmsdynmkt_DynamicsMktTimelineInteractionAnalytics
  1. Click ‘Save’ in the pop-up window, and then click ‘Save & Publish’ on the form.

According to Microsoft Learn, to be able to see marketing interactions on the timeline it is important that a user has read privileges on the following tables:

  • (Marketing) Emails
  • Events
  • (Marketing) Forms
  • Websites
  • Push notifications
  • SMS

If we now open a contact or lead record we should see the interactions loaded into the timeline (that is if we have done anything marketing related to the contact or lead).

From here we can use filtering to only show specific types of interactions, such as all form submissions. We can also search the timeline for specific keywords.

When clicking the ‘View more’ text you will see a preview of the marketing activity, such as the email.

That’s it! Please let me know if you have any comments or feedback regarding this post!


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