Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Dynamics 365 Community / Forums / Microsoft Dynamics CRM forum / Incoming emails incorr...
Microsoft Dynamics CRM forum
Unanswered

Incoming emails incorrectly matched to Lead instead of Contact

(1) ShareShare
ReportReport
Posted on by JDG 104
Hi folks,  we're facing the following issue in Customer Service: we have a mailbox in CRM that's connected to a Queue. In some cases, the incoming email is matched to a lead instead of the contact (the contact always exists). This leads to errors in the Customer Service app when replying to this email. Apparently Append to and Read privileges are necessary when replying and sending these emails.
 
Is there any way I can force Dynamics to always match an email to a contact?
 
Many thanks!
Categories:
Service
  • Prathibha Lakhotia Profile Picture
    Prathibha Lakhotia 45 on at
    Incoming emails incorrectly matched to Lead instead of Contact
    Hi,
     
    incoming email will be tracked in both Lead and Contact activities even if mapping of From mapped to 'Lead'. 
    For Incoming emails tracking we have Record Creation and update rules - you can create a case with respect to Contact and send a Acknowledgement to Contact and hence the team can follow up with case with respective contact.
  • JDG Profile Picture
    JDG 104 on at
    Incoming emails incorrectly matched to Lead instead of Contact
    Thanks for your response! I checked this but in our case the contact was in fact Active.
  • Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Incoming emails incorrectly matched to Lead instead of Contact
    Hi,
     
    According to the Microsoft document.
     
    In my testing, the From field of an incoming email may only be resolved to a lead if the contact is in an inactive state.
    Please check this.
     
     

Helpful resources

Quick Links

Replay now available! Dynamics 365 Community Call (CRM Edition)

Catch up on the first D365 Community Call held on 7/10

Community Spotlight of the Month

Kudos to Saurav Dhyani!

Congratulations to the June Top 10 community leaders!

These stars go above and beyond . . .

more Community News

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 288,584 Super User

#2
Martin Dráb Profile Picture

Martin Dráb 225,864 Super User

#3
nmaenpaa Profile Picture

nmaenpaa 101,148

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans