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FAQs about email tracking

This article provides information about frequently asked question about tracking email items using Dynamics 365 App for Outlook.

1. Replies and Forwards of an email that is part of a tracked conversation in Dynamics 365

Scenario A

  • User A sends an email to multiple recipients, including contacts and other Dynamics 365 users.

  • User B replies to this thread.

  • Contact A also replies to this thread.

  • User B replies to the thread, but removes Contact A as a recipient.

  • They don't want the replies automatically tracked.

In this case, it will automatically track because it identifies the ConversationIndex and In-Reply-To values as an email that is part of a thread.

To have this email untracked, the user needs to manually untrack the reply with the App for Outlook including replies to this because the master email is still tracked.

An administrator can enable the OrgDbOrgSetting named DoNotCorrelateForwardedEmailsAsReplies to change this behavior.

Scenario B

  • User A sends an email to multiple recipients, including contacts and other Dynamics 365 users.

  • User B forwards this thread to another user for internal conversation.

  • They do not want the information in this forward automatically tracked.

In this case, it will automatically track because it identifies the ConversationIndex and In-Reply-To values as an email that is part of a thread.

To have this email untracked, the user would have to manually untrack the forward with the App for Outlook and any replies to this because the master email is still tracked.

An administrator can enable the OrgDbOrgSetting named DoNotCorrelateForwardedEmailsAsReplies to change this behavior.  

Scenario C

  • User A sends an email to multiple recipients, including contacts and other Dynamics 365 users.

  • User B forwards the thread to another user for internal conversation AND changes the subject.

  • They don't want the forward or reply emails automatically tracked.

In this case, if the reply or forward with the changed subject is being generated by the Outlook desktop application, this will not be tracked in Dynamics 365. This is because the In-Reply-To property is removed, by design, when the subject is changed. However, if this reply or forward comes from Outlook Web Access, this will be expected to track, as Outlook Web Access does not use MAPI and will not remove the property. Since this is not easily detected, it is best to assume this scenario will also track.

If you untrack a reply or forward to a thread on a tracked email thread, and if the initial/master email is still tracked, it will continue to track replies. If there are certain replies you do not want to track, you will need to untrack these manually or an administrator can enable the OrgDbOrgSetting named DoNotCorrelateForwardedEmailsAsReplies to change this behavior.

2. When resolving recipient email addresses to rows in Dynamics 365, if there is more than one row in Dynamics 365 with the same email address, which row is it resolved to?

It resolves using the method below as described in this article: How customer engagement apps associates email addresses with records

If there are duplicate rows in Dynamics 365 with the same email address, the contents of the email From field resolves first by ownership and then to the first active row in the following order on an incoming email:

  1. SystemUser- (Will be first UNLESS the tracking user is ALSO the

    owner of the duplicated row, such as Contact, Account and others listed below. If the tracking user does NOT own the duplicated row, such as Contact, the sender email will resolve to the SystemUser.)

  2. Contact

  3. Account

  4. Lead

  5. Equipment

  6. Team

  7. Business unit

  8. Email-enabled entities (for example: Queues, custom, etc.)

Email recipients will not resolve to inactive User rows in the From field. There is a setting that can be changed to resolve to other inactive entity rows but this does NOT include inactive Users: ResolveForInactiveEntities**link to email settings page. Regardless of this setting, we will not resolve to inactive User rows.

 

Examples of resolving the sending email address

Scenario A

  • Two contacts exist with same the same email address.
  • The tracking user has access to both, but does not own either.
      The sender will resolve to the first created contact. This will be the same result if the tracking user owns both contacts.

Scenario B

  • Two contacts exist with the same email address.
  • The tracking user has access to both contacts but owns the last created contact.

The sender will resolve to the contact owned by the tracking user, even though it was the last created.
 

Scenario C

  • Two contacts and one account exist with the same email address
  • The tracking user owns both contacts and the account
  • The account was created before the contacts.

The sender will resolve to the first created contact.

Scenario D:

  • Two contacts and 1 account exist with the same email address.
  • The tracking user does not own either contact, but does own the account.   The sender will resolve to the account.

Incoming Recipient Examples:

Here's additional points on how it resolves recipient rows in the To or CC field of an incoming email:

  • If there is an inactive user in the recipients line, the Dynamics 365 App for Outlook may show that the user matches the email, but when you track, the promotion will not resolve to that email for the inactive user and it will show up in red as unresolved. It will not resolve to inactive users regardless of the ResolveForInactiveEntities setting.

  • If the email address is tied to an active user, it will display that in the Dynamics 365 App for Outlook recipients pane, but it will still resolve to each active Dynamics 365 row with that email address once it is promoted. If the ResolveForInactiveEntities setting is True, it will also resolve to inactive entity rows except Users.

  • The Dynamics 365 App for Outlook will only show one of these rows in the recipients pane, but in Dynamics 365, it will resolve to all rows with that email address on incoming emails as long as Set To,cc,bcc fields to unresolved values if multiple matches are found is set to No in System Settings

Here are some additional points on how the To or CC field resolves on a tracked sent item:

  • If the user is active and there is a contact, it will resolve to both rows, although it will show resolved to the user in the Dynamics 365 App for Outlook. It will resolve to all active rows that match that email address or also inactive rows if you have enabled ResolveForInactiveEntities. You can see below it resolves to an Account, User, Contact and Lead.

  • If the User is Inactive, it may appear that the row is found/resolved in the Dynamics 365 App for Outlook, however, when the item promotes into Dynamics 365, it will show up as unresolved.

3. If a contact row has multiple email address fields populated, which field is used when sending an email using the Contact record?

By default, contact row has three email address fields available:

  • emailaddress1
  • emailaddress2
  • emailaddress3

When you're creating an email directly in your Dynamics 365 app and you select a contact name in the TO line, it will only use the emailaddress1 field. If this field is empty, the email will fail to send.

4. A user receives a reply to a previously tracked email and chooses to reply back before it shows as tracked in the Dynamics 365 App for Outlook.

Replying to emails before it is tracked will still track during the next sync cycle of the user's mailbox.

An external contact sends an email to more than one Dynamics 365 user and this row is tracked.

  • External Contact sends an email to User A and User B.

  • User A sets regarding to Account A.

  • The Email is created in Dynamics 365 with Regarding of Account A.

  • User B goes to this Email from their Outlook calendar. They will see that this row is tracked.

A Dynamics 365 user sends and tracks an email to another user or group of users in Dynamics 365.

  • Internal User sends an email to User A and User B and tracks before sending.

  • User A nor User B track this received email. 

Only the Sent email from User A will appear in Dynamics 365. The system identifies Sent and Incoming as separate emails. Therefore, either User A or User B would need to track the Incoming email for this to appear in Dynamics 365. 

5. Multiple row types exist in Dynamics 365 with the same email addresses

If this email is promoted into Dynamics 365, the promoted email in Dynamics 365 will show the following values:

To: Brian LaMee; Hugo Garcia; George Li; Henry Ross

Example of email To field values.

Email addresses do not resolve to rows only in the default email address fields. If you have a custom Single Line of Text field with Email format on a Contact row, you may see some interesting results.