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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Email replies gets tra...
Customer experience | Sales, Customer Insights,...
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Email replies gets tracked in multiple lead records that has same contacts associated with it

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Posted on by Gowtham89

Dear All,

Hoping you can advise me on this issue. I am facing a strange issue when sending emails from Lead/Opportunity records timeline. The scenario is below.

Users are creating the email from Lead/Opportunity timeline and send it to a customers ((lets say lead name is ABC). Some users may forward the same email from ABC lead to D365 contacts, the scenario works perfectly fine until this point. If the contact replies back to the ABC lead email, then the response gets tracked in ABC lead along with other leads the contact is associated with it. This working scenario should be that the response by the contact should be tracked only against the ABC lead, but currently its getting tracked against all the leads where the same contact is associated with it.

Is it possible to advise if this is a default behavior of CRM (which I don't think it is) and if not how this can be fixed. 

Please note Email tracking and Folder level tracking option is enabled in the environment.

Thanks!!

  • Gowtham89 Profile Picture
    Gowtham89 on at
    RE: Email replies gets tracked in multiple lead records that has same contacts associated with it

    Hi Jenni Hertrick - RACQ,

    Check the setting 'Set To, Cc, bcc fields as unresolved values if multiple matches are found in incoming mails' are set to 'No'. If so set it to 'Yes' and check the functionality again. Mark this as Verified if it resolves the issue.

    Thanks

    Gowtham

  • Gowtham89 Profile Picture
    Gowtham89 on at
    RE: Email replies gets tracked in multiple lead records that has same contacts associated with it

    Hi MikeC282,

    Thanks for your response. I managed to find a fix for it. It doesn't look like an issue with the smart matching. I have enabled an additional setting in the Email Tab which has resolved the issue. Now the email replies are getting only in the appropriate records.

    Kind regards,

    Gowtham

  • Jenni Hertrick - RACQ Profile Picture
    Jenni Hertrick - RACQ 35 on at
    RE: Email replies gets tracked in multiple lead records that has same contacts associated with it

    Is this because of "smart matching" setting.

    We too are also having an issue whereby we are getting emails attaching to random timelines. 

  • Suggested answer
    MikeC282 Profile Picture
    MikeC282 2,107 on at
    RE: Email replies gets tracked in multiple lead records that has same contacts associated with it

    Hi bud,

    Yes this is by design. What Dynamics does with incoming emails is that it automatically resolves the email to all records (including accounts, leads, contacts, queues, users) with the same email addresses as the ones in the email.

    So for example if someone replies to your email and maybe CCs test@test.com and you have both leads and a couple of contacts with that same email address then the email will automatically add then to the CC of the email when it gets tracked.

    This is designed so that the email appears in the activity timeline of every record with the email addresses associated in the reply.

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