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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Replies to a tracked e...
Microsoft Dynamics CRM (Archived)

Replies to a tracked email do not appear in CRM

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Posted on by Pascale 240

I have tracked an email chain and clicked 'Set regarding' to an Account, the Contact on the email is on the CRM system and linked to the same account and the email chain so far is visible under that Account.

I then replied to the email, but when I received a reply from the client I saw it was not tracked or linked to CRM at all, when I clicked Track and Set Regarding it created another email chain activity.

I would have liked mine/the clients reply to stay tracked and regarding that account so that the whole correspondence is in one email chain on the CRM. Any ideas for how I can achieve this?

Thank you!

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I have the same question (0)
  • Suggested answer
    NicksTuk Profile Picture
    NicksTuk 1,833 on at

    Is the token being passed back from the customer? What does the email subject coming back as a response from the customer looks like? If they strip the token, there's not much you can do.

  • Suggested answer
    Hosk Profile Picture
    Hosk on at

    Check the token is still in the email, did they reply to your previous email?

    It's probably a good idea to check your email tracking settings because you need to make sure certain settings are set.

    community.dynamics.com/.../crm-2011-top-5-email-related-settings.aspx

    www.dynamicscrmpros.com/understanding-different-options-tracking-e-mails-microsoft-dynamics-crm

    community.dynamics.com/.../crm-email-tracking-part-1.aspx

    community.dynamics.com/.../crm-e-mail-tracking-part-2.aspx

  • Pascale Profile Picture
    Pascale 240 on at

    Hi, We took the token out because it looks unprofessional and thought Oulook could track it some other way e.g. the title of the email?

  • Suggested answer
    Kiran Deshmukh Profile Picture
    Kiran Deshmukh 355 on at

    Hi Pascale,
    If you are using CRM for Outlook, please verify the below settings in Personal options:
    File-->CRM-->Options-->Set Personal Options-->Email
    Select how CRM for Outlook should integrate email with CRM--> Check both options for Allow CRM to send emails and Check incoming email in Outlook.
    Select Email messages in CRM to Track in CRM --> Email messages in response to CRM Email.

    Do let us know what is the current version of CRM along with the latest update rollup installed

    If the above settings already in place, just re-configure CRM Organization from the CRM configuration Wizard and that should work

    Regards,
    Kiran Deshmukh

     

     

  • Pascale Profile Picture
    Pascale 240 on at

    Thank you Kiran, this is a really clear answer but unfortunately it hasn't worked.

    I am currently running Dynamics CRM 4 on Outlook, I do not know what an update rollup is or how I find out if its installed. We installed Dynamics a few weeks ago, so its probably the most up to date version.

  • Jean S. Profile Picture
    Jean S. 1,020 on at

    If you are using CRM Online, not Outlook, how would you set the option "Allow CRM to send emails"? If I go to options online the only checkable box under "Email" is "allow other users to send emails on your behalf." I haven't seen the option to allow CRM to send emails, and think that may be the reason emails stay pending send. Thanks!

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