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Mailbox configuration in CRM

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Posted on by Askar

Hi All,

I have created an mail box and a queue setup for the an email address. . The client is already using this email address. They have bunch of existing email in the mail box. And this mailbox is not test and enabled in CRM. If I do that , will this bring all the emails to CRM ? If that is the case, is there any way to bypass this. Client needs only new emails to be loaded in to CRM.

Appreciate your faster response.

Best Regards

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Leah Ju Microsoft Employee on at

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Hi Partner,

Don't worry it, original emails shouldn't appear in the CRM automatically.

When you use Microsoft Dynamics 365 for Outlook to track an email message, a copy of the email record is saved as an activity in Dynamics 365 for Customer Engagement and synchronized with the Outlook record.

By default, tracking email is a manual process—you have to choose the Track button or the Set Regarding button for each email message you want to track.

Manual tracking provides a way for you to keep your personal email separate from your customer email.

As an alternative, you can set an option to track email messages automatically.

You can refer to the following link to select correct option:

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

Also, you will notice that in the queue record, there is an email settings section to set it up.

I hope you can verify my answer if it helps you! If you have any questions, please feel free to contact me.
Regards,
Leah

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PhilipK 613 on at

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Hi Askar.

You can set the "Process Email From = Date/Time" for the Email Server Profile that you've configured the CRM Mailbox to use as per the emage below.
Keep in mind though, that all mailboxes configured using that profile will be affected by this setting.

Best regards.

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