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Emails being tracked against Contact rather than User

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Posted on by MichelleM 211

Hi,

We have a requirement track all Incoming and Outgoing emails for our sales team. To enable the Outgoing email tracking by default, I have followed the instructions to enable the AutoTrackSentFolderItems here: https://community.dynamics.com/crm/b/crminthefield/posts/dynamics-365-app-for-outlook-part-3-settings-that-affect-tracking-and-correlation

The Outgoing emails are now being tracked but instead of setting the From field to the User, they are instead using the Contact record for the Sales Rep which also exists.

How can i give priority to user matching over contact matching? Is that possible?

Thanks.

  • MichelleM Profile Picture
    MichelleM 211 on at
    RE: Emails being tracked against Contact rather than User

    That's strange then, because that isn't what I am seeing. I have emails that have the Contact in the From field, rather than the SystemUser (both with the same email address).

  • LuHao Profile Picture
    LuHao 40,872 on at
    RE: Emails being tracked against Contact rather than User

    Hi MichelleM,

    When model-driven apps in Dynamics 365 tracks an email, it associates the email address to a record within model-driven apps in Dynamics 365. The contents of the email From field can only be associated with one record. If there are duplicate records within model-driven apps in Dynamics 365 with the same email address, the contents of the email From field will resolve to the first active record in the following order:

    1. SystemUser
    2. Contact
    3. Account
    4. Lead
    5. Equipment
    6. Team
    7. Business unit
    8. Email-enabled entities (for example: Queues, custom, etc.)

    In the email To field, all of the records of email-enabled entities with the email address will be listed.

    Please refer to https://docs.microsoft.com/en-us/power-platform/admin/email-message-filtering-correlation#how-model-driven-apps-in-dynamics-365-associates-email-addresses-with-records

  • MichelleM Profile Picture
    MichelleM 211 on at
    RE: Emails being tracked against Contact rather than User

    This seems to be more complex than it just mapping the From to the wrong record...

    On other emails it has mapped the From to the correct user, but set the owner of the record to a user in the CC, field... it doesn't seem to have any pattern.

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