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Suggested answer

Reply of tracked email message not showing in CRM

Posted on by 2,641
Hello,
 
For some reason I am tracking an email and that tracked email shows up in CRM.  However, when I reply to that tracked email, the reply message isn't showing up in CRM.  Why would that be?
 
 
  • USA80 Profile Picture
    USA80 2,641 on at
    Reply of tracked email message not showing in CRM
    Hi Leah Ju,
     
    My personal settings shows, "Email messages in response to Dynamics 365 email" already.   However, the problem is that when I reply to the tracked email in Outlook the reply is not added to the case. I must manually take steps to add the case number to the case so that the reply can be tracked. 
  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Reply of tracked email message not showing in CRM
    Hi,
    You need to check email settings in your personal options;
    --Select the email messages to track in Microsoft Dynamics 365
    --Four options can be selected:

    I hope you can mark my answer verified if it answer your question! If you have any questions, please feel free to contact me.
    Regards,
    Leah
     

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