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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM Section is not dis...
Microsoft Dynamics CRM (Archived)

CRM Section is not displaying on Replying an Email but displaying when creating an Email.

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Posted on by Wiz Kevin Rulloda

My problem here is that when i'm trying to reply an email regardless if it is not tracked or tracked the 

crm section is not displaying.


But when creating a new email the crm section appear


Now my question here are
What are the reason why these are happening and what could be the solution for these
I hope my question and problem is clear
Thanks.

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  • Suggested answer
    Satish Tiwari - CRM Profile Picture
    Satish Tiwari - CRM on at
    RE: CRM Section is not displaying on Replying an Email but displaying when creating an Email.

    Hello Wiz,

    To me, it seems that this is outlook behavior not CRM or I should say its by design. When you do a reply/reply all in Outlook 2013, it do not bring up a new window. It opens a window within that email (not a separate window) and that's the reason you do not see CRM tracking and set regarding option; it only show options related to email. However, when you do a new email, it shows us a new window and that's why we are able to see all features.

  • Wiz Kevin Rulloda Profile Picture
    Wiz Kevin Rulloda on at
    RE: CRM Section is not displaying on Replying an Email but displaying when creating an Email.

    Hi thanks for your reply and I get your point. but are there any solution for that because my client want to use the feature of the crm when replying specially the "Insert Template","Insert Article" and "Attach sales literature" .

  • Suggested answer
    Satish Tiwari - CRM Profile Picture
    Satish Tiwari - CRM on at
    RE: CRM Section is not displaying on Replying an Email but displaying when creating an Email.

    To track emails, you can click on Home button as shown in below screenshot.

    However, I do not see insert template, article and other options when doing reply/reply all in Outlook 2013; it's look they are hidden. I will check if there is any way that we can show them up in ribbon and will update this thread.

  • Suggested answer
    Satish Tiwari - CRM Profile Picture
    Satish Tiwari - CRM on at
    RE: CRM Section is not displaying on Replying an Email but displaying when creating an Email.

    I have checked and didn't found any OOB way to add those insert options in ribbon. So, I think, if users want to insert template etc. while replying emails they will need to click on Pop-out email to do so.

  • Suggested answer
    Wiz Kevin Rulloda Profile Picture
    Wiz Kevin Rulloda on at
    RE: CRM Section is not displaying on Replying an Email but displaying when creating an Email.

    Ok thank you so much for this.

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