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What’s happening?

When customers reply to automatic emails triggered by case creation in Dynamics 365 Customer Service, their responses are incorrectly associated with unrelated cases belonging to different customers.

This issue results in emails appearing in the timelines of unrelated cases, causing confusion and mismanagement of customer communications.

Reason:

This occurs due to the way Dynamics 365 Customer Service handles email correlation at the global system level:

  • When a customer replies to an automatically generated email (e.g., a case acknowledgment), the system uses the InReplyTo value from the email header to link the reply to an existing case.
  • If the InReplyTo header of the reply matches the Message ID of a previous, unrelated case, the reply is incorrectly linked to that case, regardless of the email subject or content.

Note:

  • Email correlation settings are configured globally, not at individual Automatic Record Creation (ARC) rule-level.
  • The Server-Side Synchronization settings and Email Configuration Settings determine how emails are linked to cases.

Resolution:

To prevent incorrect case linkage, you must configure email correlation settings at the organization level. Follow these steps:

Step 1: Access Global Email Correlation Settings

  • Go to Advanced Settings > Settings > Administration > System Settings.
  • Click on the Email tab.
  • Scroll down to the Email Tracking section.

Step 2: Configure Email Correlation Methods

  • Enable Tracking Token:
    • This generates a unique token for each email thread, ensuring accurate correlation with the intended case.
    • To enable, check the box for “Use tracking token”. Configure the prefix and number format.
  • Enable Smart Matching (Optional):
    • Matches emails based on thread information (e.g., subject, sender, conversation ID).
    • To enable, check the box for “Use correlation to track email conversations”. Adjust the “Minimum Match Percentage” to control sensitivity (e.g., 80% or higher for better accuracy).

Step 3: Test the Configuration

  • Create a test case and send an automatic acknowledgment email.
  • Reply to the email from a different account.
  • Verify that the reply is correctly associated with the new case and not an older, unrelated case.

Step 4: Monitor and Adjust Settings

  • Continuously monitor case timelines to ensure that replies are correctly linked.
  • If issues persist, adjust correlation settings as needed.

Refer to the documentation: