CRM Trying to Resolve Text Messages

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  Why would CRM try to resolve text messages from a user's cell phone?

  The user recently changed phones and carriers.  With his new phone, he had the option to sync his text messages to the email server.  Shortly after that, he started receiving CRM alerts that CRM could not resolve a message from this mailbox.  The message were the ones that were converted from text message he received on his phone.

  Our CRM system is set up to "Use Correlation" and "Use tracking token".

  The text messages did not have a tracking token so why was CRM trying to resolve these messages?

  Tuesday, July 19, 2016 3:46 PM