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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Sequence for contact e...
Customer experience | Sales, Customer Insights,...
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Sequence for contact environment

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Posted on by Community member 2
Hi,
 
I am setting up a basic sequence for contact environment (please see below). In case of recipient's reply, the sequence should proceed to a phone call. But, for some reason, if there is a response - the system still proceeds to 'No'. Additionally, I noticed that if a person responds to an email sent through this sequence, response is not recorded into the CRM timeline. 
 
Same sequence for lead environment works well....responses are detected by Dynamics.
 
Any ideas - what needs to be fixed?
 
 
 
 
  • Community member Profile Picture
    Community member 2 on at
    Sequence for contact environment
    Thanks a lot for your prompt response!
     
    1. Yes, I tried 'the recipient reply'. And the issue persists.
     
    2. Email settings are same, only the appointments are not enabled. So, I assume the problem source is elsewhere.
     
    3. We've looked into the email engagement and sales accelerator settings. And now email responses via sequence are recorded into timeline.  But the sequence still proceeds to 'No'...
     
    So, clearly the issue is with configuration at the back-end...Any other ideas here? 
  • Suggested answer
    Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Sequence for contact environment
    Hi,
     
    The issue that you experienced was not reproduced in my testing.
     
    Have you tried the Recipent Reply step and got the same error?
     
    It is recommended that you activate your email address in Advanced Settings->Email Configuration-> Mailboxes.
    Best Regards,
    Dengliang Li
     

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