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Track Outlook email by choosing a button in Dynamics 365 for Outlook

To get the most out of Microsoft Dynamics 365, it’s important to keep track of all your customer interactions, and email communications are key. Create a central repository of your Outlook email communications by “tracking” them in Microsoft Dynamics 365 for Outlook. When you track an email message in Dynamics 365 for Outlook, the email is saved as an activity record in Dynamics 365. Then you, or anyone who has access to your activity records, can view that email message along with all other customer activities in Dynamics 365, Dynamics 365 for Outlook, or on a mobile device.


Tracking email in Dynamics 365 for Outlook is a manual process. This gives you the ability to keep your personal email separate from your customer email. You can also set an option to automatically track email messages. More information:  Set an option to automatically track incoming Outlook email in Dynamics 365 for Outlook


Tip

If your organization synchronizes email through server-side synchronization, you can track email automatically by dragging it to a tracked folder. Folder-level tracking is a powerful and intuitive way to track email messages directly from virtually any device. More information:  Track Outlook email by moving it to a tracked Exchange folder


On this page

Requirements for tracking email messages

Which records are associated with the email activity?

Track an email message

What else to I need to know about tracking email records?

Requirements for tracking email messages

To track email in Dynamics 365 for Outlook, your Outlook email address must match your Dynamics 365 email address. You can’t synchronize to or from multiple email addresses.

Which records are associated with the email activity?

By default, when you track an email message, Dynamics 365 for Outlook uses the Dynamics 365 address book to link the message to Dynamics 365 contacts on the To, From, and Bcc lines. You can also link the email message to a more specific record, such as a specific account, opportunity, or case. It’s usually best to link a message to a more specific record, if possible. This will make the record easier to find.

Track an email message

  1. In Dynamics 365 for Outlook, select the email message you want to track.

  2. Do one of the following:

    • To track the email message without linking it to a particular record in Dynamics 365, on the Home tab, in the Dynamics 365 group, click Track.

      -Or-

    • To track the email message and link it to a particular record in Dynamics 365, on the Home tab, in the Dynamics 365 group, click Set Regarding, click More, and then search for the record in the Look Up Record dialog box. After you find the record you want, click Add.

    When you click the Track button or the Set Regarding button, a Microsoft Dynamics 365 pane (also known as the “tracking pane”) appears at the bottom of the email record. This pane shows that the record is tracked and provides links to related records. If you set a “regarding” record, the tracking pane also provides a link to that record. More information:  Overview of tracking records in Dynamics 365 for Outlook

    You can also tell that a record is tracked by looking in the Outlook folder. You’ll see the Tracked in Dynamics 365 symbol next to any tracked records.

  3. To modify the Dynamics 365 activity record (for example, to change the regarding record), open the email message in Outlook, and then, in the Dynamics 365 group, click View in Dynamics 365.

What else to I need to know about tracking email records?

  • Dynamics 365 address book. The address book is installed automatically when Dynamics 365 for Outlook is installed. This makes it possible to search for a Dynamics 365 contact from the To field of an email message or appointment when you create it. By default, Dynamics 365 for Outlook only searches for contacts you own. You can set a personal option to broaden this search. More information:  Set address book options in Dynamics 365 for Outlook

  • Working offline. Email messages you track when you’re offline are saved as activities when you go back online. More information:  Work offline with Dynamics 365 for Outlook

  • Replies to tracked messages. You can set whether replies to tracked messages are also tracked. More information:  Set personal options that affect tracking and synchronization between Dynamics 365 and Outlook or Exchange

  • Editing tracked email messages. After an email message has been sent, you can’t edit it, but you can set or change a regarding record for it.

  • Attachments. Any tracked email message can be accessed by anyone who has permission to view your activities. If the email has attachments, the attachments are included in the activity. If you don’t want to make an attachment available, delete it from the email activity.

    Your administrator can block messages from being saved if they contain attachments of specific file types, such as .exe files. Any messages stored in locations other than the default Microsoft Exchange location can’t be linked.

Privacy notices

To use Microsoft Dynamics 365 for Outlook, you are required to sign in by using your credentials (an email address and password). You may choose to save this information locally so that you are not prompted for your credentials each time you open Outlook. If you do choose to save this information locally, Dynamics 365 for Outlook will automatically connect to Microsoft Dynamics 365 (online) every time you open Outlook.

After the first time you sign in and use Dynamics 365 for Outlook, the connection between your computer and Dynamics 365 (online) will always be open when you have access to the Internet. You may choose to turn off the connection between your computer and Dynamics 365 only by using a configuration setting, but if you do turn off the connection, Dynamics 365 for Outlook may exhibit decreased performance.

If you use Dynamics 365 for Outlook to track email, the email thread will be visible to users in your organization who have permission to view it.

For every email you receive, Dynamics 365 for Outlook will send Dynamics 365 (online) the sender’s email address, the recipient’s email address, and the subject line of the message. This allows Dynamics 365 (online) to validate whether or not a particular mail should be stored by the Dynamics 365 (online) service. When you track an item, a copy of that item will be maintained by the Dynamics 365 service and will be visible to other users in your organization who have the appropriate permissions. When you untrack an item, that copy is automatically deleted from Dynamics 365 (online) only if you own the item.

If you use Microsoft Dynamics 365 (online), when you use the Sync to Outlook feature, the Dynamics 365 data you are syncing is “exported” to Outlook. A link is maintained between the information in Outlook and the information in Dynamics 365 (online) to ensure that the information remains current between the two. Outlook Sync downloads only the relevant Dynamics 365 record IDs to use when a user attempts to track and set regarding an Outlook item. The company data is not stored on the device.

An administrator determines whether your organization’s users are permitted to sync Dynamics 365 data to Outlook by using security roles.