Why is the promote to response function not working?

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I created a campaign, sent email out via mail merge and am now tracking the email replies in outlook/CRM.

However when I click on 'view in CRM' in Outlook and view the email in the CRM the 'promote to response' function is never highlighted so I cant promote any of them to a response.

Does anyone know why this would be happening? And how to fix it?


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  • For that email:

    1) Click 'Set Regarding' and then select 'Campaign Activity'.

    2) Click 'View in CRM'.

    'Promote to Response' will now become active.