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Our users have been having a consistent issue with email tracking using the Outlook Add-in. A user will track an email, select a record it's regarding, then Send. That particular sent email shows up in our Dynamics CRM environment. If the recipient responds, however, that response is not automatically tracked. The user is required to click "Track".
We're currently using Tracking Tokens. Below are some relevant specs;
What are some specific settings I should be checking? I feel like I'm missing something obvious here.
Thanks for using the Microsoft Communities. I would check the following link to make sure the settings are correct. docs.microsoft.com/.../set-option-automatically-track-incoming-outlook-email
Automatically track email messages
Thanks for the reply Brandon
All of our users currently have their preferences set to "Email messages in response to Dynamics 365 email", which seems to be the correct selection.
You are correct. My other thought would be to review the settings in Personal Options. docs.microsoft.com/.../set-personal-options-affect-tracking-synchronization-exchange.
In the first post you mentioned that you are not Server Side Sync. What method do you use to syncing Dynamics Outlook with CRM (Email Router, Outlook Client e.g.)?
For incoming Email we have Microsoft Dynamics 365 For Outlook selected, and Outgoing Email is set to Email Router.
Most customers will use Email Router for both Incoming and Outgoing. Also a note that the Email Router has been deprecated - docs.microsoft.com/.../integrate-synchronize-your-email-system.
I think the best course of action would be to open a Support Request for an Engineer to investigate the issue. You can use the following link to create a Support Request - dynamics.microsoft.com/.../.
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