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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Capturing bounce back ...
Microsoft Dynamics CRM (Archived)

Capturing bounce back emails with a forward mailbox

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Posted on by etienne_wrs 720

Hi

I'm trying to capture in CRM any bounce back email that has been sent from CRM and well... I'm stuck.

So I've configured a forward mailbox. But when the email account that sends the emails out receives the bounce back, first issue is that it does not forward it to the forward mailbox despite the rule. I guess that's something to do with exchange server, I can put that aside.

Nevertheless, as a test, I manually forward that email as attachment to the forward mailbox, then the email router kicks in and tries to match it to CRM but it fail in doing that, I'm using smart matching but it failed equally using the token.

I'm guessing that's because the bounce back email has a different sender than the corresponding email in CRM. And unfortunately that sender is never the same depending on where you're sending the emails...

Does anyone see a solution to that problem ?

I'm going to try something twisted like when receiving an undeliverable, send another email which I'll try to set up so that it will definitely match in CRM or something like that...

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  • etienne_wrs Profile Picture
    etienne_wrs 720 on at
    RE: Capturing bounce back emails with a forward mailbox

    Hopefully someone can help me understand this one.

    To make sure I can "trick crm matching rules" I tried the following :

    - Logged in as user A

    - edited Contact B to a non-existing email address, say b1@123.com

    - sent a direct email message with subject "test".

    - waited until the message was sent. At this stage the message exists in the closed activity of that contact.

    - edited Contact B again to a real email address say b2@123.com

    - sent an email from address b2@123.com to CRM user's A email address

    - that email had subject "RE: test"

    - the email was picked up by the email router from the forward mailbox

    - but it disappear and never got sent to CRM to my biggest disappointment...

    I was hoping that since the message that got to the forward mailbox was sent from a valid CRM contact's address, to a valid CRM user's address, and in reply to an existing CRM email matched through subject, then it would be inserted into CRM.

    Anyone can share some lights on the CRM matching ?

    I'm going to try again with CRM tracking token.

  • Verified answer
    etienne_wrs Profile Picture
    etienne_wrs 720 on at
    RE: Capturing bounce back emails with a forward mailbox

    Ok so in case anyone is interested in ideas of solution for that problem, here are the 2 possibilities I came down to:

    1) Capture bounce back emails received by monitoring any CRM sender's mailbox with an outlook VSTO addin. Parsing the bounce back to get the information easily (email address failed, sender, reason etc...), then using custom code to match that against CRM records and update my custom entities accordingly.

    The biggest flaw in that approach is that I must have an outlook configured and running all the time to "watch" after NDR flowing in. This could be done at the exchange server level maybe but that's far beyond the complexity I wanted.

    2) Configure the email router to use an SMTP service which tracks bounce back and expose information through an API. In that regards, SendGrid did the stuff very nicely, I'm sure plenty of other SMTP service could do that as well. Then define a recurrent workflow within CRM (or any other kind of background running process doesn't really matter, I just wanted to have it all in CRM) to call that API and retrieve bounce back regularly, matching and updating CRM.

    From the very beginning I didn't want to go with any so called "CRM integrated" platforms (typically stuff like Mailchimp) because when you start using it, you realise that you need to get A LOT of your data in sync between the 2 systems and that sounded very inconvenient. Why would I want to have my marketing lists duplicated on 2 platforms ? what about security for my contacts information ? etc...

    So it turns out that using CRM Email router with an SMTP service was the best option for us.

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