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We using the email function inside CRM to send out followup emails, quotes etc. What we have noticed is that, when a customer responds to that email, it shows up in both CRM and Outlook but whenever we send a fresh email or respond to an email from a customer from CRM, it does not show up in outlook. Is this intended or we are missing something.
Thanks in advance for your response.
It is intended.
Emails we send within CRM do not appear in Outlook.
When customers reply to our emails, these responses will appear in Outlook and CRM.
If we follow up with these emails in Outlook, our responses will be tracked into the CRM.
If we reply to a customer's message in CRM, this response is still considered to be sent from within CRM and will not appear in Outlook.
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