Email Tracking on contacts 2nd/3rd email address

(0) Share

Report

Posted on by smcconnell

335

Hi All,

A contact has Primary, 2nd, and 3rd email address fields populated in Dynamics. if they email from either the 2nd or 3rd address, should this track in, or does tracking only occur on the Primary email as this is what appears to be happening.

thanks in advance for any advice/help?

scott

*This post is locked for comments

All responses (9)

Answers (0)

KVa 287 on at

Like (0)

Report

Email Tracking on contacts 2nd/3rd email address

Is there an update to this issue?
Community Member Microsoft Employee on at

Like (0)

Report

RE: Email Tracking on contacts 2nd/3rd email address

interesting thread so please tell me if i understand and conclude correctly:

having a contactX with email address A as primary B as business and C as personal.

we have an email in outlook that is revived from email B which is the business email, this email will be tracked automatically to CRM - but user in CRM won't know which email address is it as from field isn't there-. and whenever i am replying to contact X i would be replying to his primary email address.

if i have another contactY that have the same email address B, the revived email above will be tracked to both contacts.
Suggested answer

Community Member Microsoft Employee on at

Like (0)

Report

RE: Email Tracking on contacts 2nd/3rd email address

Hi smcconnell,

CRM track only primary mail.

To reach your goal you could use this "fast and dirty" solution:

1) create a workflows to send email

2) check inside it if there is a secondary (and even other) email address of contact is not empty

3) if true, check if exists a contact with the same name+cc (example: "John Doe (cc)" and principal email address filled with secondary email address and reactivate it (see next point to understand it); if not create it

4) add this contact to cc field

5) send mail

6) deactivate contact

This work like a charm, the unique blame is you will have an inactive duplicated contact.

Please let me know if you solve.

If you found the answer helpful, please mark as Verified

Join my network on LinkedIn Follow me on Twitter

Thank You & Best Regards

Francesco Picchi

Microsoft Dynamics CRM Consultant, Bologna+Milano, ITALY

Independent Contractor

http://www.francescopicchi.com
Community Member Microsoft Employee on at

Like (0)

Report

RE: Email Tracking on contacts 2nd/3rd email address

Is it possible then to change that tracking to only look at emailaddress1?

Thanks,

Ornella
gtwynstra 510 on at

Like (1)

Report

RE: Email Tracking on contacts 2nd/3rd email address

As you discovered, the tracking process will match against any of the Contact's system email fields: emailaddress1, emailaddress2, emailaddress3.

From my testing, if there are multiple records with the same email address in any of the fields, then the Contact to which the email is associated is unpredictable. This could have significant consequences for a business if tracked emails are linking to the wrong people.

Also note that a custom entity could be email enabled ("Sending e-mail" is checked on the entity definition). In this circumstance, an "emailaddress" field is automatically added to the entity and it then becomes part of the matching process when an email from Outlook is tracked.
smcconnell 335 on at

Like (0)

Report

RE: Email Tracking on contacts 2nd/3rd email address

Hi Prateek, thanks for the info, however i think there's some confusion on the question. im referring to tracking emails from Contacts that have multiple email addresses in our CRM, not users. however it seems to be working now so thanks for the info
Suggested answer

prt33k 6,907 on at

Like (0)

Report

RE: Email Tracking on contacts 2nd/3rd email address

Have you enabled business and home address sync as well?

By default - its is just the primary email and that is recommended as well.

Please refer this:

https://www.microsoft.com/en-us/dynamics/crm-customer-center/the-outlook-email-address-should-be-the-same-as-the-dynamics-365-email-address.aspx

Thanks for input btw, we look into this.

Prateek
smcconnell 335 on at

Like (0)

Report

RE: Email Tracking on contacts 2nd/3rd email address

Hi Prateek,

thanks for the answer, however its not accurate, I've since tested this further and I can track emails from the 2nd email of a Contact
Suggested answer

prt33k 6,907 on at

Like (0)

Report

RE: Email Tracking on contacts 2nd/3rd email address

it occur only on primary email. This is the same email field that get synced with outlook.