In our Dynamics Sales 365 instance, we have tokens as the only correlation method for email tracking (see screenshot). We have recently seen the following in the timelines of three different accounts:
Account 1
In October 2024, we emailed someone to ask for a reference relating to the registration of Account 1. This was done from the timeline of Account 1.
Account 2
In January 2025, we emailed someone else to ask for a reference relating to the registration of Account 2, this was done from the timeline of Account 2. Both these referees were from the same company, but not from .
Account 3
In February 2025, we emailed a 3rd referee from the same company about a reference for Account 3. They copied in the first two referees to their reply. The CC field of the email we received had the display names for Account 1 and Account 2 respectively (i.e. the company name in their account records in Dynamics), but the email addresses were those of the referees we contacted for those companies, not any of the actual contacts associated with these companies. None of these referees have contacts in Dynamics. In addition, this email appeared in the timelines of all three accounts as if it had been sent from the email associated with Account 3.
As far as the linking of the referee emails with the account records, I can only conclude that Dynamics has created a correlation between these email addresses and the accounts for whom they provided references, but I don't know why. Is there another setting somewhere that would account for this? I have no explanation at all for why an email apparently sent from Account 3 appeared in all three timelines. An email trace does not show such an email coming into our organisation.
Any help would be much appreciated!
