Tracking Internal Emails

(0) Share

Report

Posted on by MDS

1,788

We have a problem where all internal emails are being automatically tracked and then appearing on the Contact record for internal recipients. Why is this? Is it because the users are Contacts? On the Outlook App, we have "Track emails in response to Dynamics 365 emails" selected...

This is potentially a major problem for obvious reasons so I need to a: Stop it and b: Find all internal emails and delete them ASAP!

Thanks in advance...

*This post is locked for comments

I have the same question (0)

All responses (14)

Answers (0)

Suggested answer

Lema Salamov 440 on at

Like (0)

Report

[quote user="MDS"]On the Outlook App, we have "Track emails in response to Dynamics 365 emails" selected...[/quote]

Hi,

Do you have the same settings on each user in Dynamics 365?

If not, you need to change it inside Dynamics 365. You can also edit user settings in bulk by using XRMtoolbox.

Was this reply helpful? Yes No
MDS 1,788 on at

Like (0)

Report

It's set like your screenshot. Even if it were ticked to create contacts, surely that wouldn't cause it to automatically track all emails to/from contacts?

Was this reply helpful? Yes No
Lema Salamov 440 on at

Like (0)

Report

No, it should create contacts from tracked emails, but are you sure that you have changed this setting on each user?

Was this reply helpful? Yes No
MDS 1,788 on at

Like (0)

Report

Hi Lema,

Yes I'm sure....

Was this reply helpful? Yes No
MDS 1,788 on at

Like (0)

Report

Worth mentioning we are using Smart Matching and not Token tracking..... Not sure if that explains the issue?

Was this reply helpful? Yes No
MDS 1,788 on at

Like (0)

Report

We have disabled Smart Matching completely and double checked the email settings in both CRM and the Outlook App. We are still seeing internal emails being tracked.. Any ideas anyone?

Was this reply helpful? Yes No
Suggested answer

Lema Salamov 440 on at

Like (0)

Report

I have run some tests and believe this happens due to the contact register. If a user is registered as a contact and contacted has been tracked, all email will be tracked automatically. So you must remove users from your contact registry and try again.

Was this reply helpful? Yes No
MDS 1,788 on at

Like (0)

Report

Really? This seems a massive flaw. We need to have our users on the Contact register for functional reasons, but we certainly don't want all their email automatically tracked.

Thanks for your help!

Was this reply helpful? Yes No
Suggested answer

Lema Salamov 440 on at

Like (0)

Report

Well, you can disable all autotracking features if you don't wan't to use autotracking and just manually track email you want to be tracked ?

Was this reply helpful? Yes No
MDS 1,788 on at

Like (0)

Report

Thanks.... By disable all features, I assume you're referring to unticking "Use correlation to track email conversations" from Email Configuration Options? Or is there something else that needs to be done?

Was this reply helpful? Yes No