tracking email in akoyago and outlook

When using Outlook alongside akoyaGO, you can choose to have emails automatically tracked, or to manually choose which emails to track. This guide walks through the available options, with focus on manual and auto-tracking.

introduction

To reach these settings, you will need to go to your Personalization Settings by clicking on the gear icon in the upper right-hand corner of your CRM. Select the Email tab once the options window appears.

There are 5 options available. Below are the options to choose from which would allow automatic tracking for specific emails:

• Email messages in response to Dynamics 365 email. Only replies to or forwards of email messages that have already been tracked will be saved as email activities.
• Email messages from Dynamics 365 apps Leads, Contacts, and Accounts. Tracks email messages only if they originate from someone with a Dynamics 365 for Customer Engagement lead, contact, or account record.
• Email messages from Dynamics 365 records that are email enabled. Tracks email messages from all record types (including custom record types) that contain an email address field.

This guide will focus on the automatic tracking of all records, and the process of tracking emails manually.

**We recommend the manual process so as to separate focused emails from all other activity occurring in your akoyaGO CRM. 

automatic email tracking

From the Email tab in personalization settings, select “All email messages.”

The more you use the same email address for tracking purposes, the less useful it becomes since it will be mapped to many records. 

Automatic tracking of all emails will also track junk mail as well as business conversations. All the tracked information to a record will appear in the record’s timeline. Choose this option carefully.

manual tracking

By selecting “No email messages” in your Personalization Settings, you have the option to independently choose which emails you want to track.

Tracking email from akoyaGO

This option is most often used when a new “chain” of emails starts from within your CRM. By checking the box “Track this email,” the created email and the subsequent “chain” should be tracked to the record it originated from.

Tracking email from Outlook

If an email is received that has not already been associated with a record, you can choose where to track the email through Outlook itself. This process can also be done for un-tracked emails that have already been sent.

(Note: this option is only available if the user’s mailbox in akoyaGO is synchronized with Outlook. For more information, please refer to the Enabling Outlook Integration knowledge article on GOsupport.) 

In the upper right hand of your Outlook application, you should see an icon for “Dynamics 365.” When selected, a window will appear to the right of an email. If this email is already being tracked, you will see the name of the associated record under “Set Regarding.” 

Once you click into the field below “Set Regarding,” a list of records will appear. You will readily be able to choose from a record you recently worked in, or a record you pinned within your akoyaGO.

If the record needed is not currently showing, clicking on All Records will allow you to search throughout all entities in your akoyaGO.

As is the case with manually tracked emails in akoyaGO, the email with a “Set Regarding record” and it’s subsequent “chain” should be tracked to the chosen record.