I am using MS Dynamics CRM Email router with MS exchange 2013. When an email comes into exchange for certain queues, the CRM email router picks them up and a custom plugin is fired to deal with the email. This all works fine.
The problem I'm having is for a particular customer. They send out emails via an automated service, the details of which I don't have. These emails never get picked up, as in the plugin doesn't fire.
But if the same customer sends an email manually, the plugin does fire. I can't see any significant difference in the message headers of an email that worked and one that didn't. Anything obvious I should be checking?
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I have noticed something very odd about certain emails sent on outlook via an exchange server -- it appears if certain URLs and embedded in the message, message send will fail silently. The message will show up in the "sent items" folder, but it is never actually received by the recipient.
I checked in with GoDaddy who supports my Office365 subscription and they confirmed the behavior (they couldn't send successfully send it either, other me or others in their organization) but had no explanation for the behavior.
I have confirmed that the message sends normally if I use one of my gmail accounts through outlook or or an icloud email account. But my two exchange accounts (on different domains) neither send nor receive any email with this particular embedded url:
(Makes no different if sent in plaintext or not). And other emails, with either no urls or even other urls, send normally. Does Microsoft have a problem with foundation? Or with NFTs or something?
https://foundation.app/#NyanCat/foundation/219
This happens to be the NyanCat NFT that sold for ~$700K a while ago, but no idea what it is about simply the presence of the URL in the body of the message to cause it to fail silently when sent or received on an Exchange server. Not sure if impacts other Exchange servers besides GoDaddy's, but does can anybody explain how this even happening or why?
We are using a web application to send out mail. Email is sent and received as expected on a server level and in GMail. However, when messages are pushed to our client's Office365 (Outlook), instead of getting one copy they are getting duplicates.
This is how the app works. You can send emails to a number of people (1,5,20, etc). It's all the same message, subject, etc. It's the same email.
The app sends you a copy. Just one. That's how it is supposed to work. Within their Office365 (Outlook) email account, they get their one copy, and then another copy for each recipient (that's not supposed to happen). So, if you email 5 people, instead of getting one email back, they get 6.
The thing is, this program has run flawlessly for nearly a year. Out of the blue, this glitch started happening.
We have had no code changes, no vendor updates, or anything of the sort on the web application side of things that would trigger since before the time this glitch started happening. When we tested locally, and on the live server, with GMail credentials, the app continues to work as it should.
We are sending out mail via SMTP.
The security protocol is "tls".
https://laravel.com/docs/5.5/mail that describes the core Laravel mail function we are using to send out mail.
The client contacted Microsoft support -- who basically said "I don't know. Not my problem".
I don't know where else to turn, or what other steps to take to debug.
I put a lot of effort in perfectionizing my emails in Magento, in mail-tester i even have a 10. But stil the emails (also when i send a not transactional mail) go to spam in gmail and outlook.
Any idea why?
Email deliverability involves a lot of factors so more information is needed to help you. What are all the services you use to send email out other than Magento? Do you do email marketing? Do you get good engagement with your email marketing (opens. clicks) with low bounces? What's the nature of your business and the content you send in the Magento emails and other emails you send out (e.g., marketing emails) even if through other services?
What precisely is in your Sender Policy Framework Record (SPF) record (please post exactly what's in your SPF record for sending domain)? Do you have DKIM implemented with services that send mail on your behalf? Have you implemented DMARC?
Do you send email from a dedicated or shared IP address(s)? Check hosts and IP address for blacklists at mxtoolbox and check your senderscore at senderscore.org.
Do you know if the problem is limited to Magento or do other emails sent from that domain go to spam as well? You may want to set up a test account or two with gmail and outlook.com as it will be handy to have some email addresses to send to that you've never sent to before for testing purposes.
Note: I tried to post this as a comment but it was too many characters.
We have server-side synchronisation set up for our Dynamics 2016 on-premise instance, and it is correctly sending emails from a Case, and tracking replies from the customer. However, when an internal user replies using Outlook (without the CRM add in), their responses aren't being tracked. This means that the email conversation consists of an initial "outgoing" email, followed by only incoming responses.
The full scenario is:
Internal user sends an email from a CRM Case. Email tracked in CRM
Customer replies to email. Reply tracked in CRM and goes to internal user's Outlook
Internal user sends a reply from their Outlook. Reply is not tracked in CRM
Customer replies to email. Reply tracked in CRM and goes to internal user's Outlook
Is it possible to allow the Internal user's replies (point 3) to be tracked in CRM without installing the Outlook add in (i.e. so it also works from the Web/mobile versions of Outlook)?
I believe you cannot do this without Outlook client as per Jukka.
Without the CRM Outlook client you can’t get the information into CRM without copy-pasting it from one window to another in the aforementioned scenarios. No synchronization technology will help you here, since CRM is unaware of the item until it has been brought into its world. The “Track” button is a client-side feature that you can’t utilize with any server-side solution, which means there’s no way for a user to select an email, appointment, task or contact from the Exchange server that he or she would like to promote into a record in CRM. Since the the record wasn’t “born in CRM”, it just can’t find its way there.
Last resort would be Smart matching with Tracking token, which may help you in this scenario.
Update:
Customer reply is going to reach CRM through a monitored queue. You can read a lot & get clarity from the above link.
Deploying a solution like the CRM 2013 the server-side synchronization will take care of moving items like calendar appointments and contacts back and forth between the end-user client device and the central CRM database, but it only applies to items that already exist in the realm of CRM. What I mean by this is that the item was either originally created directly in the CRM application or it was received via a monitored location like an email queue.
Your expectation is right, it should be tracked. I would open a ticket with MS & solve this.
Once the item is in CRM, server-side sync can take care of tracking the subsequent updates to it. A re-scheduled tracked appointment will get updated with the new date, regardless of whether you change the date via CRM or your mobile phone calendar that’s linked to Exchange. An email thread with a tracked message and a tracking token ID injected into the email subject line will have the next replies automatically synchronized into CRM
I have heard back from our Microsoft Partner, and they say that this scenario isn't possible. By design, it'll only track incoming emails to CRM, or outgoing if sent from within CRM itself.
Yes, it can be a stupid question but I cannot validate it as I don't have access to Exchange server.
If I configured Server-Side synchronization in CRM side & then I send email to one of the Contact's email id from Outlook which has doesn't have CRM outlook client installed then would be the outgoing email create an email activity/Sync email in CRM?
I think incoming emails will get synced with CRM server & create email activities as it's server-side synchronization but I really have a doubt on what will happen to outgoing email from Outlook.
I know Dynamics CRM 365 outlook app can sync seamlessly after Server-side sync but I am not sure about this.
I am using Dynamics CRM 2013.
I believe that this is an option that should be set by each user due to privacy.
It can be set by going to the personal options tab then go to the Email tab.
Then set the Track option to track all messages.