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Tracking emails in Dynamics 365: how the "To" and "Cc" fields are populated

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Posted on by D365EL

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Hello Community,

In our testing of sending emails and turning them into email activities for tracking in Dynamics 365, we notice that if we include the same email address in the "To" and "Cc" fields, only the "To" field is populated, and the "Cc" field is blank when the incoming email is converted into an email activity in D365. Is this the expected behaviour? Has anyone noticed this? Thanks!

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D365EL 298 on at

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RE: Tracking emails in Dynamics 365: how the "To" and "Cc" fields are populated

Thanks Leco Lv, yes, I have tried using Outlook and it appears to be working as you described. So it appears to be a difference in behaviour between when using Gmail vs. Outlook.
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Leco Lv on at

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RE: Tracking emails in Dynamics 365: how the "To" and "Cc" fields are populated

Hi partner,

I noticed that you are using G-mail to send emails, and I am using Outlook for testing. But everything is normal, I don't know if it is caused by G-mail. You can try to test again with Outlook.
D365EL 298 on at

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RE: Tracking emails in Dynamics 365: how the "To" and "Cc" fields are populated

Hi Leco Lv ,

Please see my screen shots below. I had to mask out our customer's email address, but you can see that from the Gmail account, I have sent to the same email address in the "To", "Cc" and "Bcc" fields. However, in the email record that's received/created in D365, only the "To" field is getting populated. The "Cc" and "Bcc" fields are blank.
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DAnny3211 9,280 Moderator on at

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RE: Tracking emails in Dynamics 365: how the "To" and "Cc" fields are populated

hi

Yes, this is the expected behavior when converting an email to an email activity in Dynamics 365. If the same email address is included in both the "To" and "Cc" fields of an incoming email, only the "To" field will be populated in the resulting email activity in Dynamics 365.

This behavior is by design and is intended to prevent duplicate entries in the email activity record. When an email is converted to an email activity, Dynamics 365 checks to see if the email address already exists in the "To" or "Cc" fields of the existing activity record. If it does, the email address is not added again to avoid duplication.

If you need to track emails that have the same recipient in both the "To" and "Cc" fields separately, you can manually create two separate email activities in Dynamics 365 and assign the appropriate "To" and "Cc" fields in each record. Alternatively, you can use third-party email tracking solutions that provide more granular tracking options.

DAniele
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Leco Lv on at

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RE: Tracking emails in Dynamics 365: how the "To" and "Cc" fields are populated

Hi partner,

Could you provide screenshots? Everything seems to work fine in my environment.