Hi,
Apologies if this isn't the best place for this.
I work for a small charity and do what I can within Dynamics for the team such as setting up the forms, views and charts while occasionally creating business rules and new fields.
We use the Dynamics for Outlook App and have it set within the personalisation settings to Email message in response to Dynamics 365 email. I thought that this meant that when a staff member sent an email to a service user through outlook and tracked it, that any further emails in this back and forth would automatically be tracked to the regarding entity. This would give us an accurate count of the number of emails sent and received.
Instead the team are having to track individual emails or may track one at the end of the conversation which has the rest within the email history. The problem with this being that we aren't getting an accurate number of emails sent and received which is something we need to report on for some funding applications.
We can't track all emails so that isn't an option.
For text message exchanges I added a whole number field for total messages within an exchange which works okay when the team record this within as a new quick activity within Dynamics or the Dynamics for Outlook App. But as they are tracking the email instead of creating new I don't see how I could do the same thing without the team member having to go back into that email to add the number of emails.
Does this make sense? I feel like I'm missing something simple here. Any help appreciated.
Thanks,
Chris