E-Mail tracking (Replies) within Sequences doesn't work

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Posted on by Tino Schmidt

Hi,

I have the following sequence:

An email will be send and the sequence waits 1 hour for an answer.

The problem is, that the replied email is tracked by Outlook and is linked with the opportunity.

But the sequence widget waits 1 hour and ends with "answer not received"

E-Mail engagement for Sales Insights is configured and also E-Mail tracking in general.
Do you have any tips where we can search to get tracked answers?

Why is the sequence widget waiting when the answer is tracked and linked correcly with the opportunity?

PS. Tracking von emails is also enabled for the contact who received the first email.

Thanks for your answers!

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Leah Ju Microsoft Employee on at

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RE: E-Mail tracking (Replies) within Sequences doesn't work

Hi Tino,

1.Check your sequence:

--Have you checked that this option is checked?

--My test:

2.Does the reply email appear in Dynamics?

3.Are the replied email linked to the original emails?

Note:

1)Configure email settings:

2)Automatically track incoming Outlook email in Dynamics 365 for Outlook:

https://learn.microsoft.com/en-us/dynamics365/outlook-addin/user-guide/set-option-automatically-track-incoming-outlook-email