If it is important to capture all messages in the conversation, The following are your options: User responds to client’s message: This message is not automatically tracked.External client responds to tracked message: This message is automatically tracked.User sends message to external contact and tracks the message.The user will need to manually track that email for the message to be tracked. However, when the user responds to the user’s response, the email will not be automatically tracked with the Outlook app. If you have your personal options set to track email messages in response to tracked emails in Dynamics 365, when a user tracks and sends an email to an external contact, when that contact responds to the email, the response email will be automatically tracked. Now that the Outlook client is deprecated, it is important to be aware of how the automatic tracking options work with the new world of Outlook App + Server-Side Synchronization.
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September 2023
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