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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Share Email account ac...
Customer experience | Sales, Customer Insights,...
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Share Email account activity not showing up in Timelines

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Posted on by HBH 168
We have a client who wants some users to share an email address however those emails are not showing up on the Timelines for the tracked record. We have found no way to have them show up.
 
Request any insight. 
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Dynamics 365 Sales
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  • HBH Profile Picture
    HBH 168 on at
    Share Email account activity not showing up in Timelines
    1. There is no way to setup a standalone mailbox that is not tied to either a User or Queue and if you assign the same mailbox to multiple Users those emails do not show up in the Timelines
    2. If you setup a Queue, and give it a mailbox, the Users would need to pull the email out of the Queue to then have it associate with related record.
     
    Is there anything I'm missing?  
  • Suggested answer
    Daniyal Khaleel Profile Picture
    Daniyal Khaleel 425 on at
    Share Email account activity not showing up in Timelines
    Options to Make Shared Emails Appear on Timeline
    1. Configure the Shared Mailbox in Dynamics
    • Create a mailbox record for the shared address (e.g., sales@company.com
    • ) in D365.
    • Approve and Test/Enable it for server-side sync.
    • Set it to track emails into Dynamics.
    This way, all emails sent/received via that shared mailbox will sync and show up on the related records’ timelines.
    2. Queue Mailbox Approach
    • Convert the shared email address into a Queue mailbox in Dynamics.
    • Assign the queue to the right team/users.
    • Emails sent to that shared address will automatically be pulled into Dynamics and can be associated with Cases, Contacts, or other records.
    • Benefit: The queue becomes the “owner” and central point, instead of tying to one user.
    3. Automatic Email Tracking Rules
    • Use “Smart Matching” or “Tracking Token” features in Dynamics email tracking.
    • Ensures replies/forwards to tracked conversations are automatically linked, even from the shared mailbox.
    4. Custom Flow / Power Automate
    • If mailbox-to-timeline sync isn’t sufficient, build a Flow:
    • Trigger: “When new email arrives” in Outlook (shared mailbox).
    • Action: Create email record in Dynamics + relate it to Contact/Opportunity/Case based on the email address.
    • This guarantees that every email received on the shared address is pushed into Dynamics with correct timeline association.

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