EmailEngagementTrackingReportReceived not working

Question

EmailEngagementTrackingReportReceived not working

Zain Ali 0

I implemented a solution using Azure Communication Services, but I'm encountering an issue with the EmailEngagementTrackingReportReceived event. It doesn't seem to be triggered at all.

I've ensured that "User engagement tracking" is enabled on the provisioning domain, and I'm sending HTML emails as recommended in the documentation.

For testing, I'm currently trying to log the event, but it’s not working. Other events, such as the Received event are functioning correctly, only the engagement tracking report is not being received.

Is there anything else I should check to get this working?

Thank you!

Alekhya Vaddepally 1,670 Reputation points Microsoft External Staff Moderator

2025-05-08T21:36:46.5666667+00:00
Hi Zain Ali,

I understand that you are using the Azure Communication Services (ACS) and have moved to an issue where emailengamenttrackingreportReportrected Event is not triggered, even if you have enabled user engagement tracks and sending HTML emails. It was very nice to hear that other events obtained are working - so we know that the event system itself is on.

While it seems that you have already enabled user engagement tracking on the domain, it is worth double-checking in the Azure portal:Go to your communication service resource>Navigate on email> domain, then select your verified domain.Under the user engagement tracking, ensure that it is a toggled on.

The engagement tracking (opens, click) works only for HTML email. to ensure: Both of you <html> and <body> tag is both included, all links are full URLs (eg, https://example.com) instead of relative paths and avoid using the mailto: or TEL: Link- only http/s links are tracking.
Email Message Requirements

To obtain EmailEngagementTrackingReportReceived Event, make sure your event grid subscription is listening to that specific event type. You can configure through it:Event grid subscription under azure portalOr through the code (check the filter).Ensure that the event type is included in Microsoft.Communication.EmailEngagementTrackingReportReceived is included in your subscription filters.

The engagement events such as open and click may take some time to register, depending on that the recipient interacts with email. In addition, some email clients or safety software can block the tracking pixel or link redirection, which can suppress these events. Try testing with various email providers (eg, gmail, outlook) and equipment to verify.
if you have any further concerns or queries, please feel free to reach out to us.
Zain Ali 0 Reputation points

2025-05-08T21:47:57.3066667+00:00

Thanks, Alekhya Vaddepally for a reply. I am unable to turn on User engagement tracking. Please guide me. How can I do that?
Alekhya Vaddepally 1,670 Reputation points Microsoft External Staff Moderator

2025-05-08T23:06:13.77+00:00

Hi Zain Ali,
could you please check your private messages and respond there?
Alekhya Vaddepally 1,670 Reputation points Microsoft External Staff Moderator

2025-05-12T17:00:50.11+00:00

Hi Zain Ali,

We haven’t heard from you on the last response and was just checking back to see if you have a resolution yet. In case if you have any resolution, please do share that same with the community as it can be helpful to others. Otherwise, will respond with more details and we will try to help.
Sampath 3,750 Reputation points Microsoft External Staff Moderator

2025-05-13T05:01:25.59+00:00

Hi Zain Ali , From this link Azure Managed Domains and custom domains with default sending limits do not support engagement tracking.

You must use a custom verified domain that:

Has user engagement tracking enabled, and

Has increased sending limits (i.e., has passed the approval process with Microsoft).

1 answer

Your answer

Alekhya Vaddepally 1,670 Reputation points Microsoft External Staff Moderator

2025-05-08T21:36:46.5666667+00:00

Hi Zain Ali,

I understand that you are using the Azure Communication Services (ACS) and have moved to an issue where emailengamenttrackingreportReportrected Event is not triggered, even if you have enabled user engagement tracks and sending HTML emails. It was very nice to hear that other events obtained are working - so we know that the event system itself is on.

While it seems that you have already enabled user engagement tracking on the domain, it is worth double-checking in the Azure portal:Go to your communication service resource>Navigate on email> domain, then select your verified domain.Under the user engagement tracking, ensure that it is a toggled on.

The engagement tracking (opens, click) works only for HTML email. to ensure: Both of you <html> and <body> tag is both included, all links are full URLs (eg, https://example.com) instead of relative paths and avoid using the mailto: or TEL: Link- only http/s links are tracking.
Email Message Requirements

To obtain EmailEngagementTrackingReportReceived Event, make sure your event grid subscription is listening to that specific event type. You can configure through it:Event grid subscription under azure portalOr through the code (check the filter).Ensure that the event type is included in Microsoft.Communication.EmailEngagementTrackingReportReceived is included in your subscription filters.

The engagement events such as open and click may take some time to register, depending on that the recipient interacts with email. In addition, some email clients or safety software can block the tracking pixel or link redirection, which can suppress these events. Try testing with various email providers (eg, gmail, outlook) and equipment to verify.
if you have any further concerns or queries, please feel free to reach out to us.
Zain Ali 0 Reputation points

2025-05-08T21:47:57.3066667+00:00

Thanks, Alekhya Vaddepally for a reply. I am unable to turn on User engagement tracking. Please guide me. How can I do that?
Alekhya Vaddepally 1,670 Reputation points Microsoft External Staff Moderator

2025-05-08T23:06:13.77+00:00

Hi Zain Ali,
could you please check your private messages and respond there?
Alekhya Vaddepally 1,670 Reputation points Microsoft External Staff Moderator

2025-05-12T17:00:50.11+00:00

Hi Zain Ali,

We haven’t heard from you on the last response and was just checking back to see if you have a resolution yet. In case if you have any resolution, please do share that same with the community as it can be helpful to others. Otherwise, will respond with more details and we will try to help.
Sampath 3,750 Reputation points Microsoft External Staff Moderator

2025-05-13T05:01:25.59+00:00

Hi Zain Ali , From this link Azure Managed Domains and custom domains with default sending limits do not support engagement tracking.

You must use a custom verified domain that:

Has user engagement tracking enabled, and

Has increased sending limits (i.e., has passed the approval process with Microsoft).

Answer 1

Sampath 3,750 Microsoft External Staff Moderator

Hello @Zain Ali ,

Thank you for the confirmation.

If you're using the default system-managed domain (such as *.azurecomm.net), engagement tracking will not function even if you've enabled it in the portal.

To receive EmailEngagementTrackingReportReceived events, please ensure that:

You're using a custom domain that has been added and successfully verified in the Azure portal.

User engagement tracking is enabled for that domain.

Your domain has increased sending limits, which means it has passed the Microsoft domain approval process.

For detailed steps on how to configure and verify a custom domain, please refer to the MSDOC.

Hope this helps

Please click Accept Answer and kindly click Yes so others experiencing a similar issue can benefit as well.

Sampath 3,750 Reputation points Microsoft External Staff Moderator

2025-05-19T10:01:08.7433333+00:00

Hello @Zain Ali , please click "Accept the answer” and Yes for the answer . So it can benefit other community members reading this thread.
Sampath 3,750 Reputation points Microsoft External Staff Moderator

2025-05-20T17:04:43.2033333+00:00

Hello @Zain Ali , We still have not heard back from you. please click "Accept the answer” and Yes for the answer . So it can benefit other community members reading this thread.

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EmailEngagementTrackingReportReceived not working

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