Bounced/undelivered emails in outlook not tracked back in dynamics 365.

(0) Share

Report

Posted on by TPY

Hi,

How do we track an undelivered email in dynamics 365 activities?. The case is when an email activity is created for a contact, irrespective of email address being valid or not, the CRM sends it and updates the activity status as "sent'. The exchange online detects it and notify as undelivered email in outlook but it doesn't get tracked in dynamics. If you encountered similar issues, appreciate help

Thank you Regards

*This post is locked for comments

I have the same question (0)

All responses (7)

Answers (1)

Suggested answer

LuHao 40,892 on at

Like (1)

Report

Hi TPY,

I tested it in my environment and the Undeliverable emails are automatically synced back to my D365.

In Outlook, Undeliverable emails also automatically become tracked to D365 category.

So you should be able to use this feature normally.

Do you have the Dynamics 365 App for Outlook installed? If not, please install it.

Was this reply helpful? Yes No
TPY 46 on at

Like (0)

Report

Hi Lu,

Thank you very for trying this out for me. I haven't tried this out using the dynamics app for outlook but tried using gmail server side sync with dynamics integration ad-ons for Chrome and it looks similar to what you did. I can enable tracking specific for a failed email and can be tracked in dynamics and it sits in the email activity and not in sub grids where the message was originated. Did you set regarding in the app for tracking? if yes, do we need to set tracking for each failed email? as I can see from your image above that you have set tracking for undelivered 'email a'and 'test CRM' email. Do we wait for the outlook to detect that email is failed and then we track it back in dynamics. Can this be done automatically - meaning as soon as the exchange detects that mail cant be delivered, it should automatically get tracked into the dynamics rather than having to learn its not been delivered and setting up tracking. I hope this is making sense, i will also try using outlook as you did.

Thank you once again for you help, much appreciated.

Was this reply helpful? Yes No
TPY 46 on at

Like (0)

Report

Hi lu,

Thank you again. Could you please share how to did you set up this tracking in outlook using dynamics 365 app for outlook. I am using exchange online and trail version of dynamics 365 for testing, don't see any feature to set tracking for undelivered emails (image 1 below) while i can for delivered emails (image 2). I have installed the dynamics 365 app for outlook as you can see. thank you for you help.

image-1

image 2

Thank you

TPY

Was this reply helpful? Yes No
Suggested answer

LuHao 40,892 on at

Like (1)

Report
Hi TPY,

If you want to track undelivered emails, there are three solutions: automatic and manual, each with its own advantages and disadvantages, and there is also a recommended solution.

You can use #3 - recommended solution directly.

1. Automatic tracking

Select Track "All email messages" under the Email tab of your Personal Options, so that the undelivered email will be automatically tracked to D365.

If you synchronize records with server-side synchronization, a mailbox will be synced at least once every 12 minutes.

So after selecting Track "All email messages", these undelivered emails will be automatically tracked to D365 at least once every 12 minutes.

Its advantage is that undelivered emails will be tracked automatically.

Its disadvantages is that all emails in the Inbox of your mailbox will be tracked, not just the undelivered emails.

2. Manual tracking

There are two ways:

1) Use Outlook category to track appointments and emails: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/use-outlook-category-track-appointments-emails

2) Track Outlook email by moving it to a tracked Exchange folder: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/track-outlook-email-by-moving-it-tracked-exchange-folder

Its advantage is that you can track specified undelivered emails instead of all emails.

Its disadvantages is that the undelivered emails requires you to manually track.

3. Recommended solution

You can combine the above two ways: select Track "Email messages in response to Dynamics 365 email" instead of "All email messages", then use Outlook rules to automatically move undelivered emails to a tracked Exchange folder.

This will have the advantages of above two solutions: only emails from Microsoft Outlook will be automatically tracked, which is undelivered emails.

Outlook rules: https://support.office.com/en-us/article/manage-email-messages-by-using-rules-c24f5dea-9465-4df4-ad17-a50704d66c59

All of the above features do not require the Dynamics 365 App for Outlook.

Was this reply helpful? Yes No
TPY 46 on at

Like (0)

Report

Thank you Lu, its really informative. In the recommended solution you mentioned, after we set the rules to automatically move undelivered emails to a tracked exchange folder, do we then follow the manual tracking (option 2) to set up folder level tracking of the exchange folder we created.

In that case, we can set regarding option to accounts and customers only. Email activity i am trying to create is for an application- (would it be possible to set regarding to a specific application for folder level tracking?). Appreciate if you could elaborate more on your recommended solution, what happens after we move undelivered emails to tracked exchange folder. Thank you heaps for helping me so much already.

Regards

TPY

Was this reply helpful? Yes No
Verified answer

LuHao 40,892 on at

Like (0)

Report

Hi TPY,

In Folder-Level Tracking, you don't need to choose Regarding Record, you only need to select Exchange Folder, then click Save.

Ok, let me elaborate on the steps of the #3 solution.

1) Create a new folder in Outlook's Inbox.

2) Set Folder-Level Tracking in the D365, select this folder, and don't choose any Rearding Record.

3) Set up Exchange Inbox rules: If the email is from "Microsoft Outlook", Subject contains "Undeliverable", it will be automatically moved to the tracked Exchange folder.

Ok, we are done. That's it.

Once you receive an undeliverable email in the Outlook, it will be automatically moved to the tracked Exchange folder you created, and D365 will automatically track the emails in this folder. In this case, undeliverable emails will appear in D365 after a while.

Was this reply helpful? Yes No
TPY 46 on at

Like (0)

Report

Thanks Lu

Was this reply helpful? Yes No