web
You’re offline. This is a read only version of the page.
close
Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / What would cause email...
Microsoft Dynamics CRM (Archived)

What would cause email replies to not show in CRM?

(0) ShareShare
ReportReport
Posted on by Community Member

I have a rep that sent an email to a lead, the tracking is on, and the email shows up in CRM as an activity. But when the customer replied, the reply did NOT show up as an activity for that lead. Is this because it is a lead and not a contact yet?

*This post is locked for comments

I have the same question (0)
  • Suggested answer
    Adrian Begovich Profile Picture
    Adrian Begovich 1,027 Moderator on at

    Hi Jason,

    Check your email tracking settings from the Email tab in System Settings. It is possible that the tracking token is not enabled, or included in the email.

  • Suggested answer
    KylieKiser Profile Picture
    KylieKiser 2,174 on at

    This is related to the CRM for Outlook settings for that individual. In Outlook go to File -> Dynamics 365 -> Personal Options -> Email Tab

    Ensure that "Check incoming email in Outlook and determine whether an email should be linked and saved as a Microsoft Dynamics 365 Record". Then for the Track Options you will want to select "Email messages in Response to Dynamics 365 email".

    If this does not resolve the issue you should also review your email settings inside of CRM: Settings -> Administration -> System Settings -> Email Tab

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Neeraj Kumar – Community Spotlight

We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…

Congratulations to the November Top 10 Community Leaders!

These are the community rock stars!

Leaderboard > 🔒一 Microsoft Dynamics CRM (Archived)

#1
SA-08121319-0 Profile Picture

SA-08121319-0 4

#1
Calum MacFarlane Profile Picture

Calum MacFarlane 4

#3
Alex Fun Wei Jie Profile Picture

Alex Fun Wei Jie 2

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans