D365 CRM Online Email (Token) replies from contacts not visible in CRM

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Posted on by Tim Loring

Hoping someone can help solve...

Emails are being sent from a custom entity record to a contact successfully using token tracking and are also stamped with the record name as the 'set regarding' on the outbound email.

Reply emails from the contact to the email are not visible back CRM. The expected result is that the email response will be visible in the custom entity record when viewing the activities in the timeline. Additionally, The outbound email is seen in the contact record but not the reply.

System Settings screenshots

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And my personal email settings via options

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Any help in advising why this does not work as expected would be very welcome

Thank you in advance

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PekkaSahlsten 827 on at

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RE: D365 CRM Online Email (Token) replies from contacts not visible in CRM

Have you tried: Personal Options > Track "Email messages in response to Dynamics 365 email"?