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'Tracked to Dynamics 365' Email Tracking

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Posted on by Community Member

Hi,

I wonder if someone can assist. Emails that I feel should not be tracking to dynamics are actually tracking to dynamics.

E.g. 1. I email a customer from my outlook (we do not have the crm app/add on, just normal outlook)

2. Their response is tracked.

I have the following personal setting therefore do not understand why this has decided to track the response. I sent the email from outlook, not CRM.

We use server side synchronisation. Let me know if I can advise of any other useful information?

Much appreciated.

Thanks

Stuart

Categories:

Email and Office Integration

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Johnny Gong 6,482 Moderator on at

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RE: 'Tracked to Dynamics 365' Email Tracking

Hi Stuartd，

Actually you have both bind your mail address in D365 Mailbox and Outlook. In addition , you checked 'Email messages in response to Dynamics 365 email.' in personal mail settings which means mail would be tracked when your customer response to your mail( even though they response by outlook) address (the same one bound in Outlook & D365 Mailbox).

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

If you don't want to sync the incoming mail data , you could directly turn off all message tracking for a particular user by setting Incoming Email under Synchronization Method to None on the Mailbox form as Doc suggest:

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

Hope the above info would help.

Regards

Johnny

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