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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Track old emails from ...
Customer experience | Sales, Customer Insights,...
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Track old emails from shared mailbox

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Posted on by D365naiwok 10

I'm looking to add (track) old/existing emails from a shared mailbox to our new online Dynamics365 for sales instance.

I understand that the best/only way to track emails from a shared mailbox is using queues, which is fine.

However, when using queues I do have the ability to manually bulk select existing emails in outlook and use the 'categorize -> tracked to dynamics 365' option.

Could anyone advise on the most efficient means of adding these old emails to D365 so that we have a complete overview of communication history with accounts/contacts?

This 2007 article suggests a useful looking workaround using the CRM exchange router, but I understand that this is now deprecated: https://cloudblogs.microsoft.com/dynamics365/no-audience/2007/04/17/bulk-tracking-old-e-mails/

I also understand that folder-level tracking is not supported for queue mailboxes.

Thanks

I have the same question (0)
  • D365naiwok Profile Picture
    D365naiwok 10 on at

    Can anyone help with this?

    I imagine it's something that must have come up before.

  • Alan Ericson Profile Picture
    Alan Ericson on at

    There is a field that CRM uses to check how far back in the inbox to review for emails -- process emails received after.

    You can add this field onto the mailbox form within the customizations for CRM, and then set it to a day before the emails were received in the inbox.

    CRM will then retrieve the older emails from this mailbox on the next sync cycle. It won't duplicate emails that are already in the system as it references the messageID on the email with the MessageID stored in the ActivityPointerBase table for each email activity when promoting from Exchange.

    Here are the steps on adding the field on the mailbox form:

      - In Dynamics, navigate to settings > customizations > customize the system

      - Expand entities > expand mailbox entity > forms > open the main form > search through the list of unused fields for 'process email received after'

      - Add the field onto the form by dragging with a left click > save the form > publish button

    Then open the mailbox record in CRM for the Shared mailbox and set it to a day before the emails were actually received in the inbox.

    Keep in mind that there is also the 'process emails from' field on the email server profile in Dynamics. If the one on the server profile is set to a later date than what you enter on the mailbox -- it will overrule and take the email server profile date.

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