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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Email Automatic Tracking
Microsoft Dynamics CRM (Archived)

Email Automatic Tracking

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Posted on by Erin Peng 370

Hi,  I am trying to turn on email automatic tracking feature but Check incoming email in Outlook and determine whether an email should be linked and saved as a Microsoft Dynamics CRM record option is not shown under Options --> Set Personal Options--> Email as stated in the following link and emails are not automatically tracked. We are using CRM 2013 on prem. Do I need to turn on Smart Matching for email tracking to work? Currently it is turned off.  Anyone has idea? Thanks.

https://www.microsoft.com/en-us/dynamics/crm-customer-center/set-an-option-to-automatically-track-incoming-outlook-email-in-crm-for-outlook.aspx

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  • Suggested answer
    ScottDurow Profile Picture
    ScottDurow 21 on at
    RE: Email Automatic Tracking

    You will need either smart matching or tracking tokens if you want to use the 'Email messages in response to CRM emai' option of this setting.

    Hope this helps

    Scott

  • Erin Peng Profile Picture
    Erin Peng 370 on at
    RE: Email Automatic Tracking

    Thanks Scott. We have tracking tokens enabled. After a CRM user sends an email to a customer from CRM, the email reply from the customer wouldn't show in CRM even though Track Email Message in response to CRM email is selected under Personal Options --> Email Tab as shown in the picture above. I am wondering whether there are any other settings I need to turn on to get email automatic tracking working. Thanks a lot!

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