Dynamics Community Forum Thread Details

Dynamics 365 App for Outlook - incoming email not tracked

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

From the Personal Setting > Email > Track set to "All email messages"
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"
Mailbox - both incoming and outgoing set to use "Server Side synchronization or Email router"
Email Server Profile - active and server type is "exchange online"
Assigned security role "dynamics 365 app for Outlook user"