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Dynamics 365 general forum

Direct Emails sent multiple times

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Posted on by Community Member Microsoft Employee

Hi Everyone,

We have an issue when the sales person sends a direct email to over 100 contact. The email is sent through an exchange server, however seems CRM does not get the acknowledgement so it stays in the queue and keeps trying to send them (all tries is went out and became a spam). We search and tried different scenarios however none of them worked.

CRM version we have (On-premise): 365 (v8.2) (we had this issue on 2016 v8.1)

Exchange Server: 2016 (not all patches are applied)

Any help in solving or diagnosing the issue is very appreciated. If more details needed please let me know and will update with needed information.

Regards,

Asif

  

Categories:
Email
  • Wayne Walton Profile Picture
    Wayne Walton 13,726 on at
    RE: Direct Emails sent multiple times

    I mean real email marketing tools.  Two that come to mind that are good fits for Dynamics are ClickDimensions and Microsoft Dynamics 365 Marketing.  ClickDimensions is the gold standard for integrated email marketing with Dynamics CRM as far as I'm concerned.  Microsoft's product also has an event management tool if you need it (but is also online-only).

    Direct emails don't have to be 1-1 only, but they should be used like you would use regular email in Outlook.  Reach out directly, maybe CC some people, but don't put entire groups on blast. Just because you're using CRM to communicate doesn't undermine email etiquette.  

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Direct Emails sent multiple times

    Hi @Wayne,

    Thank you for your reply, and yes that what we are afraid of and looking for a solution (or best solution/alternative).

    You mean by "Email marketing tools " -> CRM Marketing list and campaigns? OR external tools like mailchimp

    As for Direct emails, should they be used for 1-1 only?

    Regards,

  • Wayne Walton Profile Picture
    Wayne Walton 13,726 on at
    RE: Direct Emails sent multiple times

    Of note, the CRM email send is not designed to do bulk emails.  You are at high risk of getting your Exchange server blacklisted as a spam server if you have ales people just throwing mass emails like that.  Email marketing tools exist for a reason.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Direct Emails sent multiple times

    Hi @Wayne

    The message tracing is one, and I think this was a good start. I checked you suggestion with the network admin and he mentioned there is another exchange server that comes after the 2016 and emails where going through it but we still need to confirm that.

    Hi @Judy,

    It works if you send up to 60-80 in one shot (We noticed a sales person was doing that and we monitored these emails in CRM), however another sales person send to away more than that and where the issue is happening.

    Regards,

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Direct Emails sent multiple times

    Hi,

    Could you send email to a single contact?

    BR,

    Judy

  • Wayne Walton Profile Picture
    Wayne Walton 13,726 on at
    RE: Direct Emails sent multiple times

    Turn on message tracing on Exchange and see if there are behavioral differences between the messages that are duplicated and those that aren't.

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