Incoming emails incorrectly matched to Lead instead of Contact

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Posted on by JDG

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!

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Dengliang Li Microsoft Employee on at

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Hi,

According to the Microsoft document.

FAQs about email tracking (Dynamics 365 apps) | Microsoft Learn

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.

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JDG 58 on at

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Thanks for your response! I checked this but in our case the contact was in fact Active.

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Prathibha Lakhotia 47 on at

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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.

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