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future correspondence are automatically tracked by dynamics outlook plugin?

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Posted on by heguangm9

Hi,

I'd like to ask if dynamics 365 outlook plugin has this feature:

after i associated one email in outlook with a record in CRM, eg a lead, does the plugin automatically associate the following correspondences related to the earlier email (for example, a reply email, a response to the reply, ....), with the CRM record?

so no future manual linking is needed.

Thanks,

Guangming

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Hi heguangm9,

Yes. it can.

With automation to track email messages users can select a filter option that determines which email messages are tracked.

Users can set the following email filter options in the Set Personal Options dialog box on the Email tab. For more information, see Set personal options that affect tracking and synchronization between customer engagement apps and Outlook or Exchange.

The Email messages sent in response to email options is turned on by default. Correlation occurs after an email message is filtered.

Dynamics 365 uses the following information from an email to determine if a new email correlates to an existing email message in Dynamics 365:

https://docs.microsoft.com/en-us/power-platform/admin/email-message-filtering-correlation#use-conversations-to-track-emails

Replied and forward emails will automatically track because it identifies the ConversationIndex and In-Reply-To values as an email that is part of a thread.

Example: The user has sent one email to one external contact and set regarding.

Then replied email from contact can be tracked automatically, regarding field is same.

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heguangm9 40 on at

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Thank you very much for the responses. However, I feel the MS documentation is not clear, eg on this page docs.microsoft.com/.../email-message-filtering-correlation,

Email messages from Leads, Contacts, and Accounts: Only email messages sent which resolve to a lead, contact, or account row in Dynamics 365 is saved as activities.

Email messages from records that are email enabled: Email messages are tracked from any row that resolves to an email address in Dynamics 365, including custom tables.

what does "resolve" means? any concrete example?

ideally, we expect these two scenarios:

1, i received an Email A, I tracked this Email A. Then i expected all emails related to this, including the one (B) I reply to A and send out, and the future replied ones (Cs) from the recipients, are tracked automatically. Currently, B not tracked; Cs are.

2, I created an Email D, I tracked it. Then I sent out, and expected as #1. i believe the replied ones Es, will be tracked (I did not test this case yet).

possible to automatically track B?

thanks,

Guangming

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Hi heguangm9,

'resolve' means associate email addresses with records of crm app.

If you have your personal options set to track email messages in response to tracked emails in Dynamics 365, when a user tracks and sends an email to an external contact, when that contact responds to the email, the response email will be automatically tracked.

However, when the user responds to the user’s response, the email will not be automatically tracked with the Outlook app

Tip #976: Dynamics 365 Outlook App conversation tracking | Power Platform & Dynamics CRM Tip Of The Day

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heguangm9 40 on at

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thanks,

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Hi Partner,

Can you click Yes under "Did this answer your question?" to close this thread if my answer is helpful.

Thanks in advance!:)

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