What’s happening?
Emails initially tracked in Dynamics 365 Customer Service continue to be tracked even after being forwarded to another user. Additionally, subsequent email threads resulting from the forwarded email are also being tracked, which is not desired.
Reason:
Dynamics 365 Customer Service automatically correlates and tracks emails based on specific correlation logic, including matching the InReplyTo value, tracking tokens, ConversationIndex, or smart matching. This default behavior causes forwarded emails and their subsequent threads to remain tracked.
Resolution:
To prevent forwarded emails and their subsequent threads from being tracked, review and adjust the email correlation settings in Dynamics 365 Customer Service. Specifically, consider the following correlation methods and their implications:
- InReplyTo correlation:
By default, if the incoming email's InReplyTo value matches the MessageId of an email already tracked in Dynamics 365, the new email will be correlated and tracked. This is the recommended default setting due to its accuracy.
Tracking token correlation:
If the email subject contains a tracking token matching an existing tracked email, the new email will be correlated and tracked. This option is enabled by default but can cause false correlations if the tracking token is modified.
Conversation Index correlation:
Emails with matching ConversationIndex values to existing tracked emails will be correlated and tracked.
Smart matching:
- Dynamics 365 searches existing tracked emails for similar recipients and subject line words. If a match is found, the emails are correlated and tracked. This method is not recommended due to potential false positives.
To resolve the issue, review these correlation settings and adjust them according to your organization's requirements to ensure forwarded emails and their subsequent threads are not tracked. For detailed steps, refer to the Dynamics 365 Customer Service documentation on specifying which emails are automatically tracked.