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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Can I automatically tr...
Microsoft Dynamics CRM (Archived)

Can I automatically track sequence of outlook emails after initial mail and reply

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Posted on by garyb74 40

When receiving a new email in the outlook client, I can manually track the mail and reply to it.  Both mails appear correctly in CRM.  If the 'customer' replies to my mail, Outlook/CRM does not track this automatically.  Doesn't work even if the email address is linked to a CRM contact.

I'm using Smart Matching instead of Token to try and keep this more natural.

Settings:

CRM 2013 Online

Outlook 2010

Track: Email messages in response to CRM email

Address Book Contacts: Match all contacts in MS Dynamics CRM

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  • Suggested answer
    Satish Tiwari - CRM Profile Picture
    Satish Tiwari - CRM Microsoft Employee on at

    I will suggest to enable Tracking token too and test this scenario as it will increase the probability to get associated with emails. You can refer to below TechNet article and blogs to know more about Email Tracking.

    msdn.microsoft.com/.../dd979490.aspx

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

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

    community.dynamics.com/.../crm-e-mail-tracking-part-3-tagging.aspx

  • Verified answer
    garyb74 Profile Picture
    garyb74 40 on at

    Thanks Satish - we discovered our AD integration was causing the issue.  This has now been corrected and the email tracking is working fine.

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