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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?

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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?

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  • 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

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