Forwarding Mailbox not working with sent emails from outside CRM

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Posted on by JohnLeme

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We set up a Forward Mailbox to track emails from our mail client on CRM. It works fine with emails we receive BUT it ain't working with emails we send to customers. Any idea why and how to fix?

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Chirag Bhatia on at

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In CRM, Forwarding mailbox is only user for Incoming Emails. Outgoing emails can be sent either by Outlook or Email Router. Can you please check the User Settings and see what option is selected for Outgoing emails?

You can find this setting on the User Details screen. To get there, follow the steps below:

1) Log-in to CRM as Administrator.

2) Navigate to Settings -> Administration -> Users.

3) Select the user account which was used to send email.

4) Under Email Access Configuration, check the option selected for 'E-mail access type - Outgoing'.

Please change it to email router, verify the Outgoing email profile succeeds in Test Access on the Email Rotuer and test if the Outgoing emails work fine.

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