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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM how does the outlo...
Microsoft Dynamics CRM (Archived)

CRM how does the outlook client behaviour for email chains.

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Posted on by EmployeeOcta 6

Hello All Experts,

I need to the outlook client behavior.

I have send one email to the customer and at the same time tracked this email to the CRM against that customer.

Now moving forward the customer uses the same email chain to reply on.

what i need to understand is that will that get automatically tracked to the CRM or what is the actual feature for this.

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I have the same question (0)
  • Community Member Profile Picture
    Community Member on at

    the email to the customer and at the same time is tracked will automatically tracked to the crm

  • EmployeeOcta Profile Picture
    EmployeeOcta 6 on at

    Hello Pauline,

    is there any reference document available for the same.

  • Suggested answer
    Kokulan Profile Picture
    Kokulan 18,054 on at

    Hi

    CRM can track conversation using tracking token and or smart matching.

    ScreenClip-_5B00_279_5D00_.png

    Please follow the link below to see full details

    https://docs.microsoft.com/en-us/dynamics365/customer-engagement/admin/email-message-filtering-correlation

    The following link might also be useful

    https://crmtipoftheday.com/976/dynamics-365-outlook-app-conversation-tracking/ 

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