Count all emails

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Posted on by Hibee Chris

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

Categories:

Dynamics 365 Administration

Customization / Solutions / SDK and API

Customer Service

Integration with Other Products

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Hibee Chris 68 on at

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RE: Count all emails

Thank you Leah, I think this is what I was after. I'm still tracking sent emails but it's auto tracking all incoming emails and it counts them all individually which is great.
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Community Member Microsoft Employee on at

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RE: Count all emails

Hi Hibee,

Based on your previous screenshot, you select 'email messages in response to CRM email' option in the personal setting.It will track emails in response to current emails based on the correlation configuration in System Settings.

Have you checked the 'Use correlation to track email conversations' option?

https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/admin/email-message-filtering-correlation?view=op-9-1#how-customer-engagement-on-premises-uses-conversations-to-track-emails

With this box marked, hidden email properties are used to determine if the email should be correlated to an existing email conversation
Hibee Chris 68 on at

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RE: Count all emails

Hi Leah,

That's right, and I want to get these emails into the CRM dataverse and case timelines so that we can see them and count them.

I was excited this morning when I saw that my email with your update had been marked as tracked within Outlook but when I open it, even from the app, it goes to the previous email that I manually tracked. I don't understand this.

Do I have the settings correct, is this meant to automatically track?

^ Shows as tracked but it hadn't.
Community Member Microsoft Employee on at

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RE: Count all emails

Hi Hibee,

Based on your description, other emails not present in CRM? Only in outlook?

If so, it's hard to count all emails because there are no any email records in the crm dataverse.
Hibee Chris 68 on at

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RE: Count all emails

Yes, I think that sounds right.

Here is a couple of examples I've created in Sandbox.

I tracked the most recent email from Dynamics Community with your reply. The blue category indicates it has been tracked but it did not track the other email in the conversation that had come in before.

I then sent an email from my work Outlook to my personal email and tracked it as you can see by the blue category. I replied to this but it will not automatically track.

This is how it appears in the Timeline, with only those manually tracked.

And the key bit for us, is that I need a count of all the emails. Meaning I can't only track the final email in the chain so that all the content is in the timeline as it would only show as 1 email.

This is how our email personalisation settings is set up.

Any help would be greatly appreciated!

Thanks,
Chris
Community Member Microsoft Employee on at

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RE: Count all emails

Hi Hibee,

When the team are having to track individual emails, other related emails not set regarding field with same case?
Hibee Chris 68 on at

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RE: Count all emails

Ah, I see how to add an image now. This is the text message quick create from the Dynamics for Outlook app.
Hibee Chris 68 on at

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RE: Count all emails

Hi Leah,

Thanks for the reply, let me try and make more sense!

We only use Outlook for sending emails and we track these to cases. As some of our email conversations with service users can have a lot of back and forth the team may miss tracking every single email. Ideally after tracking the first email using the Dynamics for Outlook app, we'd want it to then automatically track every email within this upcoming email conversation to give us the correct number of emails that each staff member has sent and received relating to their casework.

We created a text exchange entity and on the quick form (I can't see how to add a picture) I have the fields

Subject - What was the text exchange about

Description - To copy in the whole text exchange

Regarding - What case it involved

Number of messages - How many text messages were in this exchange.

I then have a view and chart that shows how many actual text messages were sent and received in total each month or by each staff member.

I thought I could maybe do the same for Emails and the staff member could just track the last email in a conversation and say how many individual emails it contained. But of course tracking an email only allows you to set the regarding case so I'd need them to then go into the email to fill in this number of emails field.

It feels like there must be an easier way and that I'm over complicating it.

Hope that makes sense!
Community Member Microsoft Employee on at

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RE: Count all emails

Hi Hibee,

There are some points I don't quite understand.
Do you want to count the number of emails in dynamics or in outlook?

For “For text message exchanges I added a whole number field for total messages within an exchange”，what is it? could you share screenshot about it?