Emails forwarded from outlook are getting synced in CRM if it has the tracking token

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Posted on by Community Member

Hello experts,

We have set-up server-side sync for the incoming and outgoing emails in CRM. We have also set-up a tracking token in CRM.

The personal setting of the user for email is set to the following:

i.e. we are tracking only the email messages in response to Dynamics 365 email.

Now we have scenario:

1. The user sent an email from CRM to the customer (the tracking token was applied in the email subject)

2. The customer responded to the same email conversation (the tracking token was still there in the subject and the email got synced in CRM).

3. The user FORWARDED the email to another colleague within the company and tracking token was still there in the subject line. The email got synced in the CRM.

Is this an expected behaviour and happening because of the tracking token in the email? What if we remove the tracking token from the email subject in step 3. Will the email still be synced?

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Community Member on at

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Just to add one more point, the 3rd step was performed from outlook and not the CRM.

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LuHao 40,892 on at

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Hi Hammad,

After my test, I found that

1. If "Use correlation to track email conversations" is enabled and "Use tracking token" is disabled, both the responded email form customer and FORWARDED email to another colleague will be tracked to D365.

2. If "Use correlation to track email conversations" is disabled and "Use tracking token" is disabled, both the responded email form customer and FORWARDED email to another colleague will not be tracked to D365.

So the key to whether emails are tracked is the "Use correlation to track email conversations" function.

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