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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Outlook CRM Not Automa...
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Outlook CRM Not Automatically Tracking Email Replies

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Posted on by PeterJK 45

Hello everyone!

Our users have been having a consistent issue with email tracking using the Outlook Add-in. A user will track an email, select a record it's regarding, then Send.  That particular sent email shows up in our Dynamics CRM environment.  If the recipient responds, however, that response is not automatically tracked.  The user is required to click "Track".

We're currently using Tracking Tokens.  Below are some relevant specs;
 

  • Dynamics CRM On-Prem 8.2.9.19
  • Dynamics CRM Outlook Add-In Version 8.2.2.137
  • We are not Server Side Sync

What are some specific settings I should be checking?  I feel like I'm missing something obvious here.

  • Suggested answer
    Brandon Sambat Profile Picture
    Brandon Sambat on at
    RE: Outlook CRM Not Automatically Tracking Email Replies

    Most customers will use Email Router for both Incoming and Outgoing.  Also a note that the Email Router has been deprecated - docs.microsoft.com/.../integrate-synchronize-your-email-system.  

    I think the best course of action would be to open a Support Request for an Engineer to investigate the issue.  You can use the following link to create a Support Request - dynamics.microsoft.com/.../.

  • PeterJK Profile Picture
    PeterJK 45 on at
    RE: Outlook CRM Not Automatically Tracking Email Replies

    For incoming Email we have Microsoft Dynamics 365 For Outlook selected, and Outgoing Email is set to Email Router.

  • Brandon Sambat Profile Picture
    Brandon Sambat on at
    RE: Outlook CRM Not Automatically Tracking Email Replies

    You are correct.  My other thought would be to review the settings in Personal Options.  docs.microsoft.com/.../set-personal-options-affect-tracking-synchronization-exchange.  

    In the first post you mentioned that you are not Server Side Sync.  What method do you use to syncing Dynamics Outlook with CRM (Email Router, Outlook Client e.g.)?

  • PeterJK Profile Picture
    PeterJK 45 on at
    RE: Outlook CRM Not Automatically Tracking Email Replies

    Thanks for the reply Brandon

    All of our users currently have their preferences set to "Email messages in response to Dynamics 365 email", which seems to be the correct selection.  

  • Brandon Sambat Profile Picture
    Brandon Sambat on at
    RE: Outlook CRM Not Automatically Tracking Email Replies

    Hi Peter,

    Thanks for using the Microsoft Communities.  I would check the following link to make sure the settings are correct.  docs.microsoft.com/.../set-option-automatically-track-incoming-outlook-email

    Automatically track email messages

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