Incoming email doesn't include Cc users tracked email in dynamics when subject is changed while reply all

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Posted on by ship

Hi All,

All the emails in the mailbox are tracked in the dynamics queue.

Scenario: Email is sent out from dynamics to customers keeping some users in CC. Customer hits reply all to that email and change the subject of the email keeping the cc users as it is. Email is received by all the cc users and email received in the mailbox of the queue with users in cc intact. But cc field is blank in dynamics incoming email activity.

Is this a by-design behavior? Please help me with any workaround on this issue.

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kunihih on at

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This appears to be by design. Dynamics uses the subject line and the email recipients to determine if an email is a Dynamics related message. This is called Smart Matching. Therefore if the subject is altered Dynamics may determine that the email is not a Dynamics related email and wont create an email activity in Dynamics. You can make use of Tracking Tokens to help alleviate this issue. See the following page on details on Smart Matching and Tracking Tokens.

docs.microsoft.com/.../email-message-filtering-correlation