Outlook client tracking

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Posted on by gman0104

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I have Configured my outlook client to track all emails from Accounts , contacts and leads . When I receive an email from let's say a contact who is in Crm the email does not automatically track unless I manually track the email. Do you have to manually track the first email from a contact before it starts automatically tracking with the outlook client? Thanks in advance

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Franglais on at

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No, it should be tracking automatically.

Try doing a search for the content of the email in CRM and see if it's attached it to a weird record.

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SavvyLuke 655 on at

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Sorry Franglais, but I have to disagree.

When you send an email to a user, you would track it manually against a record. It keeps the tracking status as pending until the user replies.

At least that's the behaviour i'm observing, but then again i'm using the app not the client.

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Franglais on at

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I may be being really thick, but isn't that what this controls?

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SavvyLuke 655 on at

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Yeah i thought so too, and it also seems like these settings apply to Server Side Sync only. It doesn't track unless you tell it to or if you configure folder level tracking like a folder under you inbox then and put all your emails there then it will do it automatically.

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Franglais on at

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Very confused then as this article indicates that it should control for CRM for Outlook as well!

www.microsoft.com/.../set-an-option-to-automatically-track-incoming-outlook-email-in-dynamics-365-for-outlook.aspx

When you're using CRM for Outlook, the settings will be in the CRM for Outlook plugin itself, but if you're using Server-side, then that's controlled via the web interface (I think)

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SavvyLuke 655 on at

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Yes, i read that article many times and until i think i understood what they are saying.

To me:

Email messages in response to Dynamics 365 email. Only replies to or forwards of email messages that have already been tracked will be saved as email activities. This is the most common option.

Means that if you hit track and send your email, and when that person replies, the tracking status changes from 'pending' to 'tracked' a email activity record is created in Dynamics against that record. Don't confuse 'tracking' with 'syncing'. They are two different beasts.

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Franglais on at

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You're right in that the setting "Email messages in response to Dynamics 365 email" only tracks already tracked conversations (or emails that are in response to automated CRM emails) but the other 3 options will automatically track emails that meet that criteria.

OPs was saying that they've configured it to that but it's not working.

So, gman, I think that if you're set to server-side synch, you need to do it in CRM itself (in the Cogs -> Settings -> Email Synchonisation) but if you're set to CRM for Outlook, then the change you made in Outlook should do it!

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gman0104 821 on at

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Thanks for the discussion guys. I made the changes in the outlook client but the emails did not track unless i manual tracked them first of all!

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SavvyLuke 655 on at

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For tracking automatically, you have to setup 'Folder Level Tracking'. This article describes the use of folder level tracking, and uses an email address found in the BCC line to accomplish this.

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