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Sequence for contact environment

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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?

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Dengliang Li Microsoft Employee on at

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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.

Test and Enable Mailboxes in Microsoft Dynamics CRM 2015 - Microsoft Dynamics 365 Blog

Best Regards,
Dengliang Li

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Community member 2 on at

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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?

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