Hi,
We are running into an issue where emails with different message bodies, but with the same subject line, cannot be tracked in the system as two messages. Only the first message would appear in CRM, the second email will show up in Outlook as being
tracked, but when clicking on "View in CRM" to open the CRM email activity record, it is actually pointing back to the first email tracked that has the same name and tracking token. The second email never got created, however Outlook has determined
that the email is already in CRM and provides a linkage (back to the first email that was properly tracked).
The format of the emails experiencing the issue looked like this:
FW: Email Subject ABCD:0001001
Smart matching is turned on, would this have any effects on how this works? Under the E-mail tab in Personal Options of the user, the "Check incoming e-mail in Outlook and determine whether an e-mail should be linked.." setting is unchecked.
Appreciate any help on this.
Thanks.