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Some of our recruiters do a lot of cold emailing, sending emails with the same subject to multiple recipients. Using the Dynamics addin for Outlook, they can track one, but the others all return errors stating that a record with subject line value already exists.
As I understand, there are settings for "smart-matching" that affect this. Is it possible to adjust these settings to allow multiple records with the same subject to be assigned to multiple accounts? Or is this some other bizarre issue that can be corrected another way?
I enabled "smart-matching" and tracked emails with the same recipients and the same subject, they were all successfully tracked.
Please check if there is duplicate detection rule or alternate key on Email subject.
In addition, could you successfully track email with the same subject by assigning Tracked to Dynamics 365 Outlook category?
Hi Lu, thanks for the reply. I checked the duplication rules and didn't see anything regarding subject lines. I also looked into keys, but didn't it seems like that only applies to on-prem Dynamics? Also, the user in question is facing issues with the same subject going to multiple recipients. I will try assigning the category and follow up again.
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