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Emails sent from outlook not getting recorded in CRM RRS feed

  • Question

  • For some reason, emails are not getting populated into the CRM when they are sent from outlook clients which do not have the CRM for outlook client installed. 

     

    Does anyone have any suggestions of how to fix this?

    Thursday, September 2, 2010 4:11 PM

Answers

  • Hi Dan, emails only get into CRM if they are tracked by the outlook client or if the email router gets a copy to track. If emails are sent from outlook clients without the CRM for outlook, then they won't be tracked. Futhermore, even if you have the outlook client installed, you have to manually track those emails or set up your settings to track all email.

    I would suggest installing the outlook client.


    Phil Edry – Altriva Solutions – http://www.altriva.com/AltrivaBlog.aspx
    Thursday, September 2, 2010 4:31 PM
  • To track outbound emails sent from Outlook, you'll need to install the Outlook client for each user and have them configure their personal settings so the appropriate emails are tracked (or they can manually track them). Just installing the E-mail Router and setting the user record to use it for outbound and inbound email does not track messages. It permits the user to send email from CRM (like opening a Lead and clicking the "Send Email" button).
    Thursday, September 2, 2010 4:50 PM
    Moderator

All replies

  • Hi Dan, emails only get into CRM if they are tracked by the outlook client or if the email router gets a copy to track. If emails are sent from outlook clients without the CRM for outlook, then they won't be tracked. Futhermore, even if you have the outlook client installed, you have to manually track those emails or set up your settings to track all email.

    I would suggest installing the outlook client.


    Phil Edry – Altriva Solutions – http://www.altriva.com/AltrivaBlog.aspx
    Thursday, September 2, 2010 4:31 PM
  • Thanks Phil,

    I have the e-mail router installed, and all of the users are set to use it in their CRM user settings.  Is there anything else I need to do to ensure that the router is getting a copy of these e-mails to attach to the CRM records?

    Thursday, September 2, 2010 4:46 PM
  • To track outbound emails sent from Outlook, you'll need to install the Outlook client for each user and have them configure their personal settings so the appropriate emails are tracked (or they can manually track them). Just installing the E-mail Router and setting the user record to use it for outbound and inbound email does not track messages. It permits the user to send email from CRM (like opening a Lead and clicking the "Send Email" button).
    Thursday, September 2, 2010 4:50 PM
    Moderator
  • Alright,

    I was under the impression that the e-mail router would automatically track the outbound e-mails from those users.

    Thursday, September 2, 2010 4:58 PM