Incoming emails were not tracked or synced to D365 CRM as expected

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Introduction:

Recently, we received a user issue stating that the emails they received are not automatically syncing to D365 CRM, whereas emails sent from CRM and replied to are getting synced. Upon investigation, we found this issue is related to the user's personal settings.

In this blog post, we will delve into the root cause of this issue and provide actionable steps to resolve it. Read on to discover how to ensure accurate email tracking in Dynamics 365.

Issue:

Incoming emails were not tracked or synced to D365 as expected.

Root cause:
This is expected as the user's personal setting is in response, it will only track those emails replied to this user.
For example:
A user creates an email in CRM and sends it out.
Then others reply to this email, it will automatically tracked.

Resolution:

You can change your personal settings through the following steps:

Step 1: Navigate to the Personalization Settings

Step 2: In the Email tab you can select the different Track options.

Note:

It's not recommended to select - All Email messages, as it will result in all received emails being synced to CRM, including your personal emails.

More information
In CRM, there are two types of mailboxes: user and queue mailbox.

Queue mailbox email tracking rule as below, You need to go to the queue record.

Create and manage queues for cases | Microsoft Learn

user mailbox email tracking rule is related on personal setting.

Set personal options in Dynamics 365 Customer Engagement (on-premises) | Microsoft Learn