News and Announcements icon

Dynamics 365 CommunityForums Service | Customer Service, Contact Center, Fie... Queue with related mai...

Service | Customer Service, Contact Center, Fie...

Suggested answer

Queue with related mailbox - Spam folder

(0) Share

Report

Report

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

All responses Img

All responses (3)

Answers Img

Answers (0)

Community member 6 on at

Like (0)

Report

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 65 on at

Like (1)

Report

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 Microsoft Employee on at

Like (0)

Report

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:

https://learn.microsoft.com/en-us/dynamics365/outlook-addin/user-guide/set-option-automatically-track-incoming-outlook-email?redirectedfrom=MSDN

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:

https://learn.microsoft.com/en-us/dynamics365/outlook-addin/user-guide/track-outlook-email-by-choosing-button

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

Helpful resources

Quick Links

Subscribe to this forum!

Stay up to date on forum activity by subscribing.

Leaderboard

#1

André Arnaud de Cal... 291,391 Super User 2024 Season 2

#2

Martin Dráb 230,445 Most Valuable Professional

#3

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans