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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Queue with related mai...
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Queue with related mailbox - Spam folder

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Posted on by Ward010 65
We have an exchange mailbox integrated in CRM through a queue. Mails receveived in the SPAM / Junk of the mailbox are not retrieved in CRM. 
 
Any good / structural way in making sure these emails are also captured in CRM? 
 
Ward
  • Community member Profile Picture
    Community member 6 on at
    Queue with related mailbox - Spam folder
    Are there other suggestions? I think as well that the mentioned suggestions below do not solve the issue, because the settings belong to a user and noch to a general mailbox.
  • Ward010 Profile Picture
    Ward010 65 on at
    Queue with related mailbox - Spam folder
    Hi,
     
    Thanks for the information. 
     
    1) On the queue it has been configured to track all incoming emails to activities so this is correct. Still junk emails are not captured in CRM. 
    2) We cannot modify the personal settings being mentioned as it is a shared mailbox being related without a user account. 
    3) We could indeed verify which emails keep on coming in SPAM and provide this exceptions in outlook settings. But this is of course re-active and means we have to follow up the mailbox while actually users only work in CRM itself for these general mailboxes. 
  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Queue with related mailbox - Spam folder
    Hi Ward,
    Track emails in the SPAM / Junk?
    1.Select 'All email messages' option when you set in the personal options and queue:
    Based on the following documentation:
    All email messages. Tracks all email messages related to Customer Engagement email messages. If you select this option, Dynamics 365 apps will track junk mail as well as business conversations, so choose this option carefully.
    2.Or you can set safe sender in Junk email folder to block these emails into junk folder in your outlook.
    3.Or you can track these emails manually in outlook:
    I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
    Regards,
    Leah
     

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