Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / How Can I Tell If The ...
Customer experience | Sales, Customer Insights,...
Answered

How Can I Tell If The Email Was Added Using The Dynamics 365 App for Outlook or Copilot for Sales?

(3) ShareShare
ReportReport
Posted on by jim.corriveau@chest... 75
Hello,
 
If I have an email in Dynamics 365 Sales, with two different salespeople in the To, and both have the Dynamics 365 App For Outlook and Copilot for Sales.  Is there a way to determine which tool was used to get that email created in D365 Sales?
 
Thank you,
 
Jim
Categories:
Microsoft Dynamics CRM
Dynamics 365 Sales
  • jim.corriveau@chesterton.com Profile Picture
    jim.corriveau@chest... 75 on at
    How Can I Tell If The Email Was Added Using The Dynamics 365 App for Outlook or Copilot for Sales?
    Daivat,
     
    Thank you for such a detailed response.  In summary, it can't be done.  If anyone would find this information helpful on the email record, go here and upvote the idea and maybe it will become a feature someday... https://experience.dynamics.com/ideas/idea/?ideaid=f5dcd1c8-f904-f011-a4dd-6045bdbef22b
     
    Thank you,
     
    Jim
  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 6,651 Super User 2025 Season 1 on at
    How Can I Tell If The Email Was Added Using The Dynamics 365 App for Outlook or Copilot for Sales?
    Hello Jim,
     
    Unfortunately, directly determining whether the Dynamics 365 email was created using the Dynamics 365 App for Outlook or Copilot for Sales based solely on the email record within Dynamics 365 Sales is generally not possible. Neither tool typically leaves a distinct, readily available marker within the email record itself to indicate its origin.
    Here's a breakdown of why and potential indirect indicators:
     
    Why Direct Determination Is Difficult:
    • Similar Integration:
      • Both the Dynamics 365 App for Outlook and Copilot for Sales interact with Dynamics 365 Sales through similar mechanisms. They both essentially create or track email activities within the system.
    • No Explicit Tagging:
      • Neither tool, by default, adds a specific field or tag to the email record to indicate its creation source.
    • Email Activity Record:
      • The resulting email activity record in Dynamics 365 Sales primarily stores the email content, sender/recipient information, and related activity details, not the tool used for creation.
     
    Indirect Indicators and Potential Clues:
    1. Activity Creation Time:
      • If you have detailed audit logs or activity creation timestamps, you might be able to correlate the email activity creation time with the Sales agent's activity in Outlook and/or Copilot for Sales.
      • However, this is not a reliable method, as both tools can create activities near-simultaneously.
    2. User Activity Logs:
      • If your organization has enabled detailed user activity logging for both Outlook and Copilot for Sales, you might be able to trace the Sales agent's actions and infer which tool was used.
      • This would require access to and analysis of those logs.
    3. Copilot for Sales Specific Features:
      • If the email activity record contains information or features that are exclusively generated by Copilot for Sales, such as AI-generated summaries or action items, then that would be a very strong indicator that Copilot for sales was used.
    4. Sales Agent Testimony:
      • The most reliable way to determine the tool used is to simply ask the Sales agents involved.
    5. Audit Logs:
      • Dynamics 365 audit logs may have information about who created the record.
     
    Key Considerations:
    • Audit Logging:
      • Ensure that audit logging is enabled in your Dynamics 365 Sales environment to capture relevant activity data.
    • User Training:
      • Provide training to Sales agents on the importance of accurately tracking their activities and using the appropriate tools.
     
    In most cases, you will not be able to precisely determine which tool was used.
     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
    If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Best Regards,
    Daivat Vartak

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

🌸 Community Spring Festival 2025 Challenge 🌸

WIN Power Platform Community Conference 2025 tickets!

Jonas ”Jones” Melgaard – Community Spotlight

We are honored to recognize Jonas "Jones" Melgaard as our April 2025…

Kudos to the March Top 10 Community Stars!

Thanks for all your good work in the Community!

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 294,303 Super User 2025 Season 1

#2
Martin Dráb Profile Picture

Martin Dráb 233,025 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,158 Moderator

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans