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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Automatic E-mail Track...
Customer experience | Sales, Customer Insights,...
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Automatic E-mail Tracking for Contacts in CRM

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Posted on by Andrew Murphy 10

Hi all,

I'm having trouble identifying the source of this problem:

sometimes, e-mails seem to be tracked to contact records automatically. It is not consistent, sometimes it happens, sometimes it doesn't.

All individuals in the organization have selected "Email messages in response to Dynamics 365 emails" under the "Track" setting. We are not using smart matching, but we are using tokens and correlation.

I know that without seeing specific examples, it's hard to asses, but does anyone have an idea?

These contacts have records in CRM, but are outside of our organization. I thought it might be related to the multiple members of the organization being included in an e-mail chain with external participants, but that doesn't seem to be the case (reliably).

I have the same question (0)
  • Mauro De Biasio Profile Picture
    Mauro De Biasio Microsoft Employee on at

    Hi Andrew, do the email that are tracked submitted to a large audience? Or to distribution lists? If that is the case some of the users might have a problem. Also please check this option in the system settings:

    pastedimage1639009678503v1.png

    If is set to yes this can create duplication issues.

    Is it possible that some of the users have the app for outlook and are tracking emails manually from Outlook?

    As a side-note if you open a ticket to the MS support, the exchange team should be able to tell you where the synch request came from in terms of users that requested the creation.

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