System Settings dialog box - Email tab


Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM Online, Dynamics CRM 2016

Use the settings on this page to set up email processing in Microsoft Dynamics 365.

Open the System Settings dialog box (if it isn’t already open)

  1. Make sure that you have the System Administrator or System Customizer security role or equivalent permissions.

    Check your security role

    • Follow the steps in View your user profile.

    • Don’t have the correct permissions? Contact your system administrator.

  2. Go to Settings > Email Configuration.

  3. Choose Email Configuration Settings.



Configure email processing

Process Email Using

Select whether you want to process email by using server-side synchronization or the Email Router. Server-side synchronization is the preferred synchronization method.

More information:  Integrate your email system with Microsoft Dynamics 365

Configure default synchronization method

For any mailbox that is automatically created in Dynamics 365 when a user or queue is created, the default email settings as defined in this section will be applied.

Server Profile

For server-side synchronization, select the email server profile that you want to use. The email server profile holds the configuration data that enables Dynamics 365 to connect to Microsoft Exchange. If you’re connecting Dynamics 365 (online) with Exchange Online, the email server profile is automatically created for you.

Incoming Email

Select whether you want to use Dynamics 365 for Outlook, the Email Router, server-side synchronization, or a forward mailbox for processing incoming email. More information:  Create forward mailboxes or edit mailboxes

Outgoing Email

Select whether you want to use Dynamics 365 for Outlook, the Email Router, or server-side synchronization for processing outgoing email.

Appointments, Contacts, and Tasks

Select whether you want to use Dynamics 365 for Outlook or server-side synchronization to synchronize appointments, contacts, and tasks between Outlook and Dynamics 365.


You can’t synchronize appointments, contacts, and tasks if you’re synchronizing with a POP3 email server.

Email processing for unapproved users and queues

Select these check boxes if you want to allow email processing only for users and queues whose email addresses have been approved by the system administrator.

  • Process email only for approved users

  • Process email only for approved queues

Configure folder-level tracking and email correlation

Use folder-level tracking for Exchange folders (server-side synchronization must be enabled)

Users can set up Exchange tracking folders, and then move messages to those folders to track them automatically on virtually any device. More information:  Track Outlook email by moving it to a tracked Exchange folder

Folder-level tracking provides 100% tracking accuracy. To use folder-level tracking:

This feature was introduced in Dynamics CRM Online 2015 Update 1 and CRM 2016 (on-premises).

Interested in getting this feature? Find your Dynamics 365 administrator or support person

Use correlation to track email conversations

Select this check box if you want to link email activities with other related records using the information in the email headers. This method uses email properties for correlation and is more accurate than smart matching, but less accurate than folder-level tracking or tracking tokens. More information:  Email message filtering and correlation


Email correlation using email headers works best when email is processed using server-side synchronization. If you’re using the Email Router to process email, you can use tracking tokens or smart matching to correlate email activities with related records.

Use tracking tokens

Select this check box to use tracking tokens and to configure how Dynamics 365 displays them in the Subject line of the email messages.

Tracking tokens provide 100% tracking accuracy. If you don’t want to see tokens in Subject lines, however, consider folder-level tracking, which also provides 100% tracking accuracy.

You can configure prefixes and other sections of tracking tokens. Long prefixes or too many prefix changes may cause lost data in history, however. More information:  Email message filtering and correlation

Use smart matching

Select this check box to use smart matching to correlate email based on the similarity between email messages. Smart matching isn’t as accurate as tracking tokens or folder-level tracking. More information:  Email message filtering and correlation

Set tracking options for emails between Dynamics 365 users

Track email sent between two Dynamics 365 users as two activities

Select this option to create two email activities between Dynamics 365 users, one for the sender and one for the recipient.

Set email form options

Use secure frames to restrict email message content

If this is set to Yes, you may see the following error message when you’re reading email: “This content cannot be displayed in a frame”. Although this can make sending sensitive content in email less secure, changing the setting to No typically eliminates this error.

Allow messages with unresolved recipients to be sent

Set this to Yes if you want to send email messages that have unresolved recipients.

Set To, cc, bcc, fields as unresolved values if multiple matches are found in Incoming Emails.

Use this setting to choose which record an email address resolves to when there are multiple possible matches in to, cc, or bcc fields of an email. When you select Yes, if the to, cc, or bcc fields of an email have an email address that can be resolved to multiple contacts (or other records), the email address will be resolved in the unresolved mode instead of resolving to all possible records. Unresolved email addresses can then be resolved individually as you encounter them. The default value is No.

Apply same email address to all unresolved matches when you manually resolve it for one.

When set to Yes, the same email address is applied to all similar unresolved email addresses when resolved in one email activity. This setting appears when Set To, cc, bcc, fields as unresolved values is multiple matches are found in Incoming Emails is set to Yes. When set to No, the email address is applied only to the specific email activity and does not resolve similar addresses present in other email activities. The default value is Yes.

Set file size limit for attachments

Maximum file size (in Kilobytes)

Increase or decrease the maximum file size for attached files. The default size is 5 MB (5,120 KB). The maximum size is 32 MB (32,768 KB)*.

*For Microsoft Dynamics CRM Online 2016 Update 1 and Microsoft Dynamics CRM 2016 Service Pack 1 or later, the maximum size is 128 MB (131, 072 KB).

Configure alerts

Select check boxes for the type of alerts that must be sent to Dynamics 365 users:

  • Error (default)

  • Warning

  • Information (default)


Select Warning if you’re troubleshooting or testing or want to get more detailed messages on the alert wall.

Notify mailbox owner

By default, the system administrator is notified of any error that occurs for an email server profile.

Select this check box if you also want to notify the mailbox owner.

See Also

Track Outlook email by moving it to a tracked Exchange folder
Frequently asked questions about synchronizing records between Microsoft Dynamics 365 and Microsoft Outlook
Set up email through server-side synchronization
Install the Email Router for Microsoft Dynamics CRM 2016 and Dynamics 365 (online)