In our Dynamics 365 + Outlook integration, we are facing a duplicate email tracking issue

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Posted on by DS-09011323-0

Hi Experts,

When a user sends an email from a CRM form, the email is correctly tracked in Outlook as an Outgoing email. However, after the customer receives it and the same email arrives back in the user’s Outlook mailbox (as part of the conversation), it gets tracked again in Dynamics 365 as an Incoming email created by the system.

As a result, the timeline shows two entries for the same email, which appears as a duplicate.

We want to prevent the incoming copy from being tracked automatically, and keep only the outgoing email.

Is there any configuration or workaround to stop incoming copies from being tracked without affecting the Outlook–Dynamics 365 integration settings?

Regards,

Devarajan S.

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Dynamics 365 general

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Hi @DS-09011323-0

Dynamics 365 Server-Side Synchronization processes emails based on the folder they reside in within Exchange/Outlook.

Sent Items: Processed as Outgoing.

Inbox: Processed as Incoming.

The user mentions the email "arrives back in the user's Outlook mailbox." This indicates that a copy of the sent email is landing in the user's Inbox. When Dynamics detects this email in the Inbox, it treats it as a new "Incoming" message from the sender (even if the sender is the user themselves), creating a duplicate.

How to Solve It

You need to prevent the sent email from landing in the Inbox. Check the following:

1. Remove "Self" from Recipient Fields (Most Likely Cause)
Check if the user is including their own email address in the To, CC, or BCC fields when sending the email from the CRM form.

Fix: Do not CC yourself. Dynamics 365 automatically tracks the email from the "Sent Items" folder, so a CC is unnecessary for tracking purposes.

2. Check Outlook Rules
The user may have an Outlook rule that automatically moves or copies sent messages to the Inbox.

Fix: Review Outlook rules and disable any that route sent emails back to the Inbox.

3. Verify System Settings
In rare cases involving internal emails, a specific setting can cause duplication.

Go to: Advanced Settings > Email Configuration > Email Tracking .

Setting: Find "Track emails sent between Dynamics 365 users as two activities."

Action: Uncheck this box if it is checked. This prevents the system from creating both an "Outgoing" and "Incoming" activity for internal emails, though the issue described sounds more like the "Inbox" tracking behavior mentioned in point #1.

Hope this helps

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