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Dynamics 365 Community / Forums / Dynamics 365 general forum / Dynamics 365 App for O...
Dynamics 365 general forum

Dynamics 365 App for Outlook - incoming email not tracked

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Posted on by Nicole L 525

Hi guys,

Before I raise a Microsoft Support case, just want to check if anyone experience this. 

For App for Outlook, we send an email from Outlook and tracked it against a Contact. The email appears to be tracked in CRM. However, the subsequent reply email cannot be tracked automatically. I've seen other post that the reply email should be tracked automatically.

 

We checked a couple of things

  1. From the Personal Setting > Email > Track set to "All email messages"
  2. System Settings > Email
    1. Process Email Using "Server Side synchronization"
    2. Incoming Email "Server Side synchronization"
    3. Outgoing Email "Server Side synchronization"
    4. Enabled "Use correlation to track email conversations
    5. Enabled "Use smart matching" 
  3. Mailbox  - both incoming and outgoing set to use "Server Side synchronization or Email router"
  4. Email Server Profile - active and server type is "exchange online"
  5. Assigned security role "dynamics 365 app for Outlook user"

Any idea why the reply email not tracked automatically?

Categories:
Email and Office Integration
I have the same question (0)
  • LuHao Profile Picture
    LuHao 40,892 on at

    Hi NLuk,

    We have to be clear about your steps to find the cause of the problem. So:

    "we send an email from Outlook and tracked it against a Contact." - Could you provide your detailed steps?

    Please provide some screenshots. Don't forget to mask privacy information.

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