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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Not all workflow email...
Customer experience | Sales, Customer Insights,...
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Not all workflow emails are tracked back to Dynamics

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Posted on by MaiElorym 40

Hi there, 

We are using D365M forms on our website, and we created simple workflows to get notified, when these forms are filled out. 

The workflows work great, but we noticed, that not all of the emails are tracked back to the contacts. It seems very random, which workflow emails get tracked and which don't.

Does anybody know, what could be the issue? Or how to ensure, that the emails will be tracked?

Thanks

MaiElorym

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  • Suggested answer
    Nya Profile Picture
    Nya 29,060 on at

    Hi,

    Do you mean that a workflow is used to send notification emails and these emails are delivered properly but some of them cannot be tracked to Dynamics automatically?

    Please check the following option in Personalization Settings > Email tab.

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    pastedimage1646641739703v1.png  

    • All email messages. Tracks all email messages related to Customer Engagement email messages. If you select this option, Dynamics 365 apps will track junk mail as well as business conversations, so choose this option carefully.

    • Email messages in response to Customer Engagement email. Only replies to or forwards of email messages that have already been tracked will be saved as email activities. This is the most common option.

    • Email messages from Dynamics 365 apps Leads, Contacts, and Accounts. Tracks email messages only if they originate from someone with a Dynamics 365 for Customer Engagement lead, contact, or account record.

    • Email messages from Dynamics 365 for Customer Engagement records that are email enabled. Tracks email messages from all record types (including custom record types) that contain an email address field.

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