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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / How to auto track outl...
Microsoft Dynamics CRM (Archived)

How to auto track outlook email in CRM?

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Posted on by Yaqub Ahmad 220

Hi,

We are using Dynamics 2016 OnPrem. We are using email router as email synchronization method. We have configured the mailboxes accordingly and it works fine. I want to understand that how the email synchronizations works.

- When someone (contact@) sends an email to help@ (crm mailbox), that email appears in CRM.

- When help@ replies to contact@ from within CRM, the email appears in CRM as it should be.

- But when the help@ replies to contact@ from outlook, it does not appear in CRM until the email is tracked (By clicking the TRACK button in outlook).

Question: Is it possible to automatically sync this email into CRM without manually tracking it?

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I have the same question (0)
  • TNS Profile Picture
    TNS 1,197 on at

    Hi,

    In crm the mailboxes and three things incoming,outgoing and tasks,appointements... So,

    in incoming select email router and then in your email router set up the configuration for incoming email .. then automatically you will be getting all the mails coming to the any mailbox in crm..

    Check out this link:  technet.microsoft.com/.../hh699786.aspx

    Thanks!

  • Yaqub Ahmad Profile Picture
    Yaqub Ahmad 220 on at

    Its already done and that's the reason that i am able to get incoming emails into CRM. The issue which i am experiencing is that when i send email (to a contact) from outlook, that email does not appear in CRM until i manually Track it.

  • Verified answer
    Aiden Kaskela Profile Picture
    Aiden Kaskela 19,696 on at

    Hi,

    Emails outbound from Outlook cannot be set to auto-track. You'll need to track it using the app manually. That sucks but it's how it works right now.

    If this helps, I'd appreciate if you'd mark this as Answering your question.

    Thanks,

     Aiden

  • Yaqub Ahmad Profile Picture
    Yaqub Ahmad 220 on at

    What if we change the sync method to "Server Side synchronizations", then we don't need to track?

  • Aiden Kaskela Profile Picture
    Aiden Kaskela 19,696 on at

    Server side sync will let you install the new Dynamics 365 App for Outlook, and let you set up folder level sync, but that all only handles incoming emails. You would think there'd be an option to track outbound emails if they're going to Contacts but I haven't seen it in my experience and can't find anybody who has been able to set it up.

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