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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / HTML CRM template appe...
Microsoft Dynamics CRM (Archived)

HTML CRM template appears as plain text

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Posted on by Tamás Molnár 340

We are using Dynamics CRM Online 2011. When I'm sending a CRM, HTML email template from Outlook, it will be received as plain text. The HTML tags are removed. In Gmail the images of the recieved e-mail template appear as attachments, and in other e-mail clients there is a winmail.dat file attached and no pictures. 

I have tested Outlook 2007/2010 with Dynamics CRM add-in on. The email format settings are set to HTML format. Sending a CRM email template from CRM (e.g. web interface) is working correctly. The HTML code is working fine otherwise. If I create a signature with the same HTML code and send it, it looks perfect.

Do you have an idea what the problem may be?

Thanks for your help!

Tamas

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I have the same question (0)
  • Gus Gonzalez Profile Picture
    Gus Gonzalez 27,113 on at
    Re: HTML CRM template appears as plain text

    Tamas,

    Does this happen for all Outlook clients?

    What version of Outlook are you using?

  • Tamás Molnár Profile Picture
    Tamás Molnár 340 on at
    Re: HTML CRM template appears as plain text

    It happens for Outlook 2007 and 2010.

  • Gus Gonzalez Profile Picture
    Gus Gonzalez 27,113 on at
    Re: HTML CRM template appears as plain text

    Tamas, does it happen for all computers or just a specific machine?

  • Tamás Molnár Profile Picture
    Tamás Molnár 340 on at
    Re: HTML CRM template appears as plain text

    Two computers, on which I tried this. I didn't test it for other PCs.

  • Gus Gonzalez Profile Picture
    Gus Gonzalez 27,113 on at
    Re: HTML CRM template appears as plain text

    Hmmm...Is there any chance that the default email composing mode is text?

    I know that there is a way to set your default to Text or HTML within the Outlook options...can you look into that?

  • Tamás Molnár Profile Picture
    Tamás Molnár 340 on at
    Re: HTML CRM template appears as plain text

    It is set to HTML. At three options in Outlook, which I know:

    1. at File/Options/Mail/Compose messages -> Compose messages in this format is set to HTML

    2. at File/Options/Mail/Message Format -> Convert Rich text to HTML

    3. for all the outlook contacts (which are copied, synchronized from/with the CRM) the Internet Format list is set to Let Outlook decide the best sending format is selected, which usually is HTML format.

    There are no other such settings according to this article:

    office.microsoft.com/.../change-the-message-format-to-html-rich-text-or-plain-text-HA101992313.aspx

    So it should be fine.

  • Tamás Molnár Profile Picture
    Tamás Molnár 340 on at
    Re: HTML CRM template appears as plain text

    I forgot to mention that in Outlook the e-mail appears perfectly. But in other e-mail clients in does not.

  • Gus Gonzalez Profile Picture
    Gus Gonzalez 27,113 on at
    Re: HTML CRM template appears as plain text

    Tamás,

    I am not sure where to go next other than advise you to open a support ticket with Microsoft.

    If you do that, can you please post the solution here for everyone to see?

    I am unable to recreate the issue on any of my environments so I am unable to help you as I would like to. :(

  • Tamás Molnár Profile Picture
    Tamás Molnár 340 on at
    Re: HTML CRM template appears as plain text

    Thank you for the suggestions! Could you please give me pointers where I should open a ticket at microsoft?

    If you or someone would like to recreate the behavior some other details:

    - the Outlook contacts are synchronized with CRM contacts

    - the e-mail templates don't work well if it is sent from Outlook. (from CRM, e.g. Internet Explorer it works fine)

    - I am sending the e-mails like this: Creating a new e-mail. Setting the mail to be tracked in CRM and then setting the Regarding field to the specific contact. Then I select Insert template from the CRM section and insert the mail template.

    - recieving this e-mail in an other e-mail client than Outlook, the e-mail appears as plain text

    - I feel sad :( :P

  • Suggested answer
    Allan20112 Profile Picture
    Allan20112 1,025 on at
    Re: HTML CRM template appears as plain text

    I think this is by design. When you send Direct Email using an email template, the receiving party will receive it depending on how the receiving party's email client formats emails. I think the email templates just tend to wipe the HTML formatting because they weren't designed to include HTML formatting (note the missing link and add image buttons). For example, @yahoo.com email accounts can wipe incoming email HTML formatting and change it to plain text if it detects something wrong with the HTML.  The *.dat file contains HTML had the HTML been used. If you use the email template and send it to an @gmail.com recipient within Outlook, it can preserve the formatting and block the image. The user would have to choose to display the image.

    I suggest using the Mail Merge feature of CRM instead of direct email, which I think should generally do a better job of helping the end client's email service display the HTML formatting of emails. 

    Bottom line, the email templates aren't designed to include HTML formatting.  The Mail Merge feature is.

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