web
You’re offline. This is a read only version of the page.
close
Skip to main content

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Email - when answering...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Email - when answering, the email that I received doesn't forward

(0) ShareShare
ReportReport
Posted on by aritamcosta 30

When a customer sends me an email and I answer with the Dynamics Marketing App, it only sends my answer and doesn't forward the previous message from my client. Is it possible to change that?

I have the same question (0)
  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Hi,

    Did you try to set up email tracking

    https://docs.microsoft.com/en-us/power-platform/admin/email-message-filtering-correlation#how-customer-engagement-apps-uses-conversations-to-track-emails

    Use Exchange conversations to increase the probability for email identification and matching. Exchange groups related email and assigns them a 'conversation ID', to identify emails that are part of one conversation.

    1. In the Microsoft Power Platform admin center, select an environment.

    2. Select Settings > Email > Email tracking.

    3. In the Configure folder-level tracking and email correlation area, turn on Use correlation.

      If enabled, this option uses the conversation ID to identify all the emails that replied to a tracked email.

    If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

    Best Regards,

    Frank Gong

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Introducing the 2026 Season 1 community Super Users

Congratulations to our 2026 Super Stars!

Meet the Microsoft Dynamics 365 Contact Center Champions

We are thrilled to have these Champions in our Community!

Congratulations to the March Top 10 Community Leaders

These are the community rock stars!

Leaderboard > Customer experience | Sales, Customer Insights, CRM

#1
11manish Profile Picture

11manish 165

#2
ManoVerse Profile Picture

ManoVerse 161 Super User 2026 Season 1

#3
Zhilan Profile Picture

Zhilan 49

Last 30 days Overall leaderboard

Featured topics

Hide selecting Contact for potential customer when creating quote

Product updates

Dynamics 365 release plans