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Reply email on tracked email with set regarding not shown on entity record timeline

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Posted on by Kim465

Hello,

Outgoing email to a Contact is sent from a CRM entity (Leads). Set regarding on the outgoing email is populated. The external contact replies to the tracked email. The reply email displays on the sending user's timeline, the CRM Contact's timeline, the CRM Users "My Received Email" view, but NOT on the Lead record's timeline. Any ideas why this is?

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Leah Ju Microsoft Employee on at

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RE: Reply email on tracked email with set regarding not shown on entity record timeline

Hi Kim465,

Can sent emails be displayed in Lead's timeline?

In the email entity, there is one field named 'Parent Activity Id', it will be populated automatically with original email in the received email.

The received email is tracked to CRM automatically? Or you tracked Category for the received email?

What's your settings?

Have you check this option?
Kim465 5 on at

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RE: Reply email on tracked email with set regarding not shown on entity record timeline

Hi Leah,

Sorry, I should have provided a bit more detail. We are On-Premise install. Yes, the outgoing email was populated with the Lead set regarding, but when the reply email was received, Set Regarding is NULL. I am further investigating our email org settings to be sure everything is configured correct. Meanwhile, if you have any suggestions as to what settings I should pay attention to, that would be greatly appreciated.
Leah Ju Microsoft Employee on at

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RE: Reply email on tracked email with set regarding not shown on entity record timeline

Hi Kim465,

My replied email can be shown in the timeline of the lead:

Is the replied email's regarding field populated by this Lead?