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Hello everyone.
Some customers send their emails split into multiple emails due to attachment size limitations.
These e-mails come in in quick succession. Only the first email is tracked in Dynamics. The second or possibly third e-mail is not tracked.
It has to be added manually every time via Outlook, which is annoying.
How can I change this behavior so that all incoming emails are also tracked to dynamics?
Thanks for help
Markus
Hi Markus,
Have you enabled smart matching feature?
When an email message is analyzed for correlation, the recipients and the words in the subject are extracted, email messages with similar recipients and enough matching subject words will be correlated to it.
Hi Leah,
we use a queue with its own email address as the central inbox. Only when a agent has been assigned will communication take place via the personal mailbox.
The "track all emails" option is set in the queue and it works.
It only doesn't work if the sender splits the matter into several emails due to size restrictions of the file attachments.
An example: If the sender sends a e-mail with 10 files as an attachment and splits this email into three parts, only part 1 will be tracked to Dynamics, but not parts 2 and 3.
In the case of several emails from the same sender with the same text (but different file attachments), only the first email is processed.
I'm looking for a way to turn off this behavior so that all incoming emails are processed.
Grettings
Markus
Hi Hurzel,
By default, tracking email is a manual process.
If you want, you can set an option to track email automatically.
Set an option to automatically track incoming Outlook email in Dynamics 365 for Outlook
Also, you can use Exchange folder tracking as an alternate method for tracking messages automatically. With folder tracking, you can track messages directly from virtually any device.
Track Outlook email by moving it to a tracked Exchange folder: Track Outlook email by moving it to a tracked Exchange folder.
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