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

5 thoughts on “CRM 4 – Outlook not tracking/promoting replies/incoming email.

  1. wayne August 5, 2011 / 3:35 pm


    I am using CRM 4.0 with Outlook 2010 and having this problem. I do not have the selection shown above on my CRM options email tab. I have–

    1. Allow email router credentials to send and receive email on my behalf. This is NOT selected.

    2. Track: “Email messages in response to CRM email”. This has been the chosen selection from three selections – including “All Email Messages” and “Email Messages from CRM leads, contacts, and accounts”.

    When I track and send an email to someone outside the company, the outgoing email is tracked but replies to me are not, nor are my replies to the replies. When I manually select “Track” after I receive a reply, it automatically associates the email with the right account that was selected on the outgoing email (do not have to Set Regarding).

    Also, I just tested an email to another person in the company that has CRM- that email and the replies were tracked. Seems to be only when sending to an external email that the replies are not being tracked.

    If you have any further suggestions, please post. Your assistance is much appreciated!



  2. goojo November 18, 2011 / 5:41 pm

    Seeing the same issue here too with Dynamics 2011 Online – I’ve triple checked the settings above and still cannot get tracking working.

    If I send an email to an external contact (in this case a test hotmail account) any reply back to the message is never tracked inside CRM once received.

    The weird thing is that random emails (news letters, internal communications etc) keep getting tracked – even though they were never explicit selected for tracking.

    Any other ideas?


  3. Brian Bergey December 16, 2011 / 3:23 pm

    I’m also have this problem.


  4. Brian Bergey December 16, 2011 / 3:24 pm

    Many outboud emails are being tracked, many are sent automatically from SSRS and are still showing up as completed activities on the accounts. Some are also automated email notifications from a third party vendor to our internal staff. Those notifications are showing up on accounts in CRM and should not.


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