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The Dynamics 365 app for outlook is not tracking email that is sent out of CRM anymore, i still see the CRM ID on the subject of the mail when i come to outlook but its not tracked and the same for any reply that comes from the customer, usually it gets tracked by itself, but now though it also has the CRM ID its not tracking. This is something that came up suddenly, it was all working fine. Please help.
Thanks in advance for your response.
Please check if Use correlation to track email conversations in the System Settings is enabled.
Also check if Select the email messages to track in Microsoft Dynamics 365 in the Personal Options is selected correctly, it cannot be "No email messages".
Thanks for your response.
In the personal options i have selected "Email messages in reponse to Dynamics 365 email"
Is the the right way or should i choose all mails? if i say all mails will it take the entire outlook and put into CRM?
Also can you send me the rest of the options from the System settings for email. here is mine let me know if i have to change anything.
Thanks in advance for your help.
Please retest the mailbox.
Also, enable smart matching.
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