Tracking Email issue RRS feed

  • Question

  • We have a weird issue with tracking emails in CRM.

    Background: We have a team of three people that work together as sales people. When they send or receive an email from a customer, they are all on the email. We also have it set so that when one email is sent, all subsequent emails in that chain are tracked to the same person.

    Here's the scenario:

    - CustomerA sends email to sales team with the subject line "Quote Request"

    - Team then tracks email to CustomerA

    - CustomerB sends email to sales team with the subject line "Quote Request"

    - CRM automatically tracks email from CustomerB to CustomerA. 

    We checked and it looks like there needs to be at least 2 people in the email that are the same. Problem is, there will almost always be two people that are the same since they are a team of 3 sales people. How can we get CRM to notice that CustomerB's email is a brand new email?

    Dan Chandler-Klein

    Tuesday, July 8, 2014 9:52 PM

All replies

  • There is a system setting "minimum number of recipients required to match" (which is standard on 2).
    Maybe if you set this value higher, CRM wil not automatic track the mail (because there will be no match).

    Wednesday, July 9, 2014 8:56 AM
  • Yeah I considered doing that but then they would randomly get emails that were tracked or not tracked depending on if the whole team was on the email. They would have a very inconsistent experience. 

    Dan Chandler-Klein

    Wednesday, July 9, 2014 2:18 PM