CRM 4 – Outlook not tracking/promoting replies/incoming email.

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Someone at work reported a problem with the emailing tracking functionality in CRM.  They were tracking outbound emails ok but the replies weren’t being tracked in CRM.

Whilst investigating the problem (there is a tickbox to track inbound emails in CRM) I found this forum posting which listed the various email tracking settings in CRM.  Below is a couple of screenshot I sent to people so they knew what to change and where to find it


In out look go to

Add ins/CRM/Options

Then navigate to the email tab and check the tickbox which says

Check in coming Email in outlook

Here are some other settings to check:

  • User record: E-mail access type – Incoming (Microsoft Dynamics CRM for Outlook)
  • User record: E-mail access type – Outgoing (Microsoft Dynamics CRM for Outlook)
  • System settings (E-mail tab): Use tracking token (not checked)
  • System settings (Outlook tab): Perform checks as new e-mail is received (Yes)
  • System settings (Outlook tab): Promote incoming e-mail every (10 minutes)
  • Microsoft Dynamics CRM for Outlook options (E-mail): Check incoming e-mail in Outlook and determine whether an e-mail should be linked and saved as a Microsoft Dynamics CRM record (checked)
  • Microsoft Dynamics CRM for Outlook options (E-mail): Track (E-mail messages from CRM Leads, Contacts and Accounts)
  • Microsoft Dynamics CRM for Outlook options (E-mail): Display icon (Microsoft Dynamics CRM icon)
  • Microsoft Dynamics CRM for Outlook options (Address Book): Contacts (Match all contacts in Microsoft Dynamics CRM)
  • Microsoft Dynamics CRM for Outlook options (Address Book): Other record types (Match all items in Microsoft Dynamics CRM)

Finally, worth checking a couple of other simple things:

  • You can manually track an e-mail and it it gets tracked as expected in the CRM database
  • The test sender’s e-mail address appears once and once only in the CRM database