I am using communication service and with custom domain I can't enable user engagement tracking

Question

I am using communication service and with custom domain I can't enable user engagement tracking

Nauman Sheikh 0

I am using communication service and with custom domain I can't enable user engagement tracking.

Prabhavathi Manchala 2,315 Reputation points Microsoft External Staff Moderator

2025-06-20T13:15:52.0333333+00:00
Hi Nauman Sheikh,

When you're using Azure Communication Services (ACS) with a custom domain, the User Engagement Tracking feature (for email analytics like open/click tracking) is currently not supported. This is a known limitation from Microsoft.

When you configure ACS Email with a custom verified domain, the backend system does not enable tracking capabilities such as:

Open tracking

Click tracking

Custom engagement metrics

These tracking capabilities are only available when you're using the default Azure Communication Services domain (i.e., *.email.azurecommunicationservices.com).

To enable user engagement tracking, you have below options:

Switch back to using the default Azure domain for sending communications (like email or SMS), which fully supports tracking.

If using a custom domain is mandatory for your use case (branding or compliance), you may continue using it, but engagement tracking will not be available at this time.

Send Email using Azure Communication Services

Add Custom Verified Domains

Please accept as "Yes" if the answer provided is useful, so that you can help others in the community looking for remediation for similar issues.

Let me know if you have any further Queries.
Nauman Sheikh 0 Reputation points

2025-06-23T05:07:46.8666667+00:00

I have tried using the default azure communication domain and still unable to enable it.
Prabhavathi Manchala 2,315 Reputation points Microsoft External Staff Moderator

2025-06-23T09:16:34.2366667+00:00
Hi Nauman Sheikh,

Thank you for the update. If you're using the default Azure Communication Services (ACS) domain (i.e., *.email.azurecommunicationservices.com) and still unable to enable User Engagement Tracking (like open and click tracking), here are a few steps to help fix the issue.

Prerequisites for Engagement Tracking to Work:

1). Use the Default Domain: Ensure that you're not using a custom domain when sending the email. The "From" address must look like: ******@your-resource-name.email.azurecommunicationservices.com

2). Enable Tracking Settings via REST API

Currently, open/click tracking can only be enabled using the ACS Email REST API, not via Azure Portal. You need to set the trackOpens and trackClicks properties to true in your API request.

Example payload:

{ "content": { "subject": "Hello from ACS", "plainText": "This is a test email", "html": "This is a test email" }, "recipients": { "to": [ { "address": "******@domain.com", "displayName": "Test User" } ] }, "senderAddress": "******@your-resource.email.azurecommunicationservices.com", "trackingOptions": { "trackOpens": true, "trackClicks": true } }

3). Check the Response Headers or Logs

After sending the email, ensure that the response is successful (HTTP 202) and track the message ID to verify delivery and tracking status.

ACS Email Overview

1 answer

Your answer

Prabhavathi Manchala 2,315 Reputation points Microsoft External Staff Moderator

2025-06-20T13:15:52.0333333+00:00

Hi Nauman Sheikh,

When you're using Azure Communication Services (ACS) with a custom domain, the User Engagement Tracking feature (for email analytics like open/click tracking) is currently not supported. This is a known limitation from Microsoft.

When you configure ACS Email with a custom verified domain, the backend system does not enable tracking capabilities such as:

Open tracking

Click tracking

Custom engagement metrics

These tracking capabilities are only available when you're using the default Azure Communication Services domain (i.e., *.email.azurecommunicationservices.com).

To enable user engagement tracking, you have below options:

Switch back to using the default Azure domain for sending communications (like email or SMS), which fully supports tracking.

If using a custom domain is mandatory for your use case (branding or compliance), you may continue using it, but engagement tracking will not be available at this time.

Send Email using Azure Communication Services

Add Custom Verified Domains

Please accept as "Yes" if the answer provided is useful, so that you can help others in the community looking for remediation for similar issues.

Let me know if you have any further Queries.
Nauman Sheikh 0 Reputation points

2025-06-23T05:07:46.8666667+00:00

I have tried using the default azure communication domain and still unable to enable it.
Prabhavathi Manchala 2,315 Reputation points Microsoft External Staff Moderator

2025-06-23T09:16:34.2366667+00:00

Hi Nauman Sheikh,

Thank you for the update. If you're using the default Azure Communication Services (ACS) domain (i.e., *.email.azurecommunicationservices.com) and still unable to enable User Engagement Tracking (like open and click tracking), here are a few steps to help fix the issue.

Prerequisites for Engagement Tracking to Work:

1). Use the Default Domain: Ensure that you're not using a custom domain when sending the email. The "From" address must look like: ******@your-resource-name.email.azurecommunicationservices.com

2). Enable Tracking Settings via REST API

Currently, open/click tracking can only be enabled using the ACS Email REST API, not via Azure Portal. You need to set the trackOpens and trackClicks properties to true in your API request.

Example payload:

{ "content": { "subject": "Hello from ACS", "plainText": "This is a test email", "html": "This is a test email" }, "recipients": { "to": [ { "address": "******@domain.com", "displayName": "Test User" } ] }, "senderAddress": "******@your-resource.email.azurecommunicationservices.com", "trackingOptions": { "trackOpens": true, "trackClicks": true } }

3). Check the Response Headers or Logs

After sending the email, ensure that the response is successful (HTTP 202) and track the message ID to verify delivery and tracking status.

ACS Email Overview

Answer 1

Hi Nauman Sheikh,

The main issue is that User Engagement Tracking isn’t supported for Azure Managed Domains or custom domains with default sending limits. This limitation is what’s preventing tracking from being enabled, no matter which domain you use.

Please follow the steps below.

Step 1: Check Your Current Email Sending Limits

Navigate to your Azure Communication Services Email resource in the Azure portal
Go to "Provision Domains" and check your domain configuration
Look for any indication of "default sending limits" being applied to your domain

Service limits for Azure Communication Services - Email

Step 2: Request Quota Increase

You need to request an increase in your email sending quota to remove the default sending limits. Here's how:

Submit a Support Request:
- Go to Azure Portal → Support → New Support Request
- Issue Type: "Service and subscription limits (quotas)"
- Quota Type: "Communication Services"
- Specify that you need to increase email sending limits to enable user engagement tracking

Quota increase for email domains

Please follow the detailed steps provided by TP, which will direct to the right direction. https://learn.microsoft.com/en-us/answers/questions/2277261/increase-email-quota-azure-communication-services

Step 3: Enable User Engagement Tracking (Once Quota is Increased)

After your quota increase is approved:

Go to your Email Communication Service resource
Navigate to "Provision Domains"
Click on your domain (whether default or custom)
You should now see the option to "Turn On" User Interaction Tracking
Click "Turn On" and confirm

Enable user engagement tracking

Step 4: Verify Tracking is Working

Use HTML format when sending test emails (tracking won’t work with plain text).
Make sure links are correctly formatted, for example: <a href="https://www.example.com">Link Text</a>
Check the ACSEmailUserEngagementOperational table in your Log Analytics workspace for tracking data (may take 10–30 minutes to show up).

Azure Communication Services Email logs

Handle email events

Please accept as "Yes" if the answer provided is useful, so that you can help others in the community looking for remediation for similar issues.

Let me know if you have any further Queries.

Share via

I am using communication service and with custom domain I can't enable user engagement tracking

1 answer

Your answer