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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Auto-tracking Email in...
Customer experience | Sales, Customer Insights,...
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Auto-tracking Email in Dynamics 365 Sales

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Posted on by viet561995 190
Hello experts,
 
When I track an email from a customer and reply, the reply is not automatically tracked in Dynamics 365 Sales. I have to manually set the /Regarding/ field for each email I create or receive.
 
 
So my desired outcome is that I want the system to automatically track all email replies after the initial email is tracked.
 
Please help me on this one,
Appreciated,
I have the same question (0)
  • viet561995 Profile Picture
    viet561995 190 on at
    Auto-tracking Email in Dynamics 365 Sales

    Dear Dengliang Li,

    Thank you again for your answer, it really clarified the original requirements. And now i have one follow-up question regarding email tracking.

    The link only show how to track incoming email, i would like to track outgoing emails automatically as well. Could you please advise on how I can set this up too?

  • Verified answer
    Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Auto-tracking Email in Dynamics 365 Sales
    Hi,
     
    According to the official documentation.
    You will need to manually populate the /Regarding/ field the first time you receive a tracked incoming email.
    On following email exchanges, the /Regarding/ field will be populated automatically.
     
    You will also need to select Track all email messages in your personal settings. This will log received and replied emails to the /Activity/ table.
     
    Best Regards,
    Dengliang Li
     

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