Email replies not showing in the timeline; recipient activity not being tracked

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Posted on by mamoran-100

In our instance of Dynamics sales, emails sent from the timeline are being tagged with a tracking token, but no replies are appearing in the CRM, nor is there any recipient activity. Everything in the email configuration settings seems to be correct and the tests always come back successfully. The permissions are in place to allow users to access activities. This was working fine until about ten days ago, and we can not trace the cause to any changes we have made to the system since then. Any help would be much appreciated!

Thanks, Martin

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mamoran-100 16 on at

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RE: Email replies not showing in the timeline; recipient activity not being tracked

Hi, thank you for your quick response. The email is in activities, but the “Show emails as conversation in timeline” tickbox is already ticked.
Moximox 2 on at

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RE: Email replies not showing in the timeline; recipient activity not being tracked

Hi

Can you find the email as an activity in CRM? I assume when you are saying tagged you are tracking the email thread from your outlook using the dynamics CRM outlook add-in?

If you find the email as an activity - then try to go here and check the box. Go to Personalization Settings –> Email Tab and check the box – “Show emails as conversation in timeline”

On the same page you can check the settings on which emails you are tracking for your user.
[quote user="mamoran-100"]
In our instance of Dynamics sales, emails sent from the timeline are being tagged with a tracking token, but no replies are appearing in the CRM, nor is there any recipient activity. Everything in the email configuration settings seems to be correct and the tests always come back successfully. The permissions are in place to allow users to access activities. This was working fine until about ten days ago, and we can not trace the cause to any changes we have made to the system since then. Any help would be much appreciated!

Thanks, Martin
[/quote]