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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Emails appearing in ot...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Emails appearing in other leads timelines

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Posted on by BM-02050655-0 22
Good day,
 
Can someone assist we have an issue of emails in the Contacts entity, so the emails of a different contact appear on another contact's timeline which leads to confusion because the contacts are completely different so it doesn't make sense why another contact's email would appear on another contact's timeline e.g the salesperson sends an email to Person 1 then that email appears on Person 2's timeline. Please assist
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  • Suggested answer
    Muhammad.Affan Profile Picture
    Muhammad.Affan Moderator on at
    Hi There,
     
    When tracking an email in Dynamics 365, ensure that the "Regarding" field is set to the correct Contact. If it’s left blank or set incorrectly, the email might be linked to an unintended record.
     
    Moreover, go to your Personalization Settings and check your email settings.
     
     
    Thanks
    Affan
  • Suggested answer
    Amit Katariya007 Profile Picture
    Amit Katariya007 10,409 Moderator on at
    Hello User,
     
    Please check if there is any email address which are present in the To, BCC, CC field and present as the contact records? Because if there are multiple match found on an email then it will be visible to other records timeline. Also check regarding has the correct record only.
     
    Please refer this article which will help you to resolve your issue.
     
    Thank you,
    Amit Katariya
  • Suggested answer
    Yogesh Mulay Profile Picture
    Yogesh Mulay 54 on at

    Let's explore some common causes and how to resolve them:

    1. Incorrect Email Address Mapping:
    • Check for Duplicate Contacts: Ensure you don't have multiple contact records with similar email addresses. Merge any duplicates you find.
    • Verify Email Field Accuracy: Double-check that the primary email address fields for both Person 1 and Person 2 are accurate and unique.
    • Review Email Tracking Settings:
      • Navigate to Settings -> Email Configuration -> Email Tracking Settings.
      • Make sure the "Track emails sent to unknown recipients as two activities" option is enabled. This creates separate activities for each recipient, reducing the chance of mismatched associations.
    1. Server-Side Synchronization Issues:
    • Check Synchronization Status: Go to Settings -> Email Configuration -> Mailboxes. Review the mailbox records for Person 1 and the salesperson to ensure they are correctly configured and synchronization is running without errors.
    • Review Synchronization Filters: If you're using server-side synchronization, check the synchronization filters to ensure they are set up correctly to avoid unintended email associations.
    1. Third-Party Email Integration Issues:
    • Review Integration Settings: If you're using a third-party email integration tool, check its settings to ensure it's correctly mapping emails to Dynamics 365 contacts.
     
     
    Please mark my answer verified if this is helpful!
  • Muhammad.Affan Profile Picture
    Muhammad.Affan Moderator on at
    Hi There,

    If the answer is helpful please mark the answer as Verified so that the thread can be closed.

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