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Automatically track email that was moved from spam to inbox

  • 1.  Automatically track email that was moved from spam to inbox

    GOLD CONTRIBUTOR
    Posted 27 days ago
    Hi, we have some queues that use shared mailboxes and server-side sync with CRM. It works fine, but some emails get in Spam folder (I guess based on rules we have in Exchange). When we move the email from spam to inbox, I would expect the server-side sync to pick it up, but it doesn't happen. There is certainly a reasonable explanation for this and I would appreciate if someone shared it with me here :)
    It seems that we can't use manual tracking from shared mailbox in Outlook, any suggestion on how we could promote this mail to CRM is welcome.

    Thanks in advance

    ------------------------------
    Zarko Radevic
    Dynamics 365 developer
    Digitale Medier 1881 AS
    ------------------------------
    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 2.  RE: Automatically track email that was moved from spam to inbox

    SILVER CONTRIBUTOR
    Posted 27 days ago
    Zarko,

    The trigger for the queues to process an email is when an email is received, not when it changes folders.  I've found that disabling the spam filter on queue inboxes is one approach that removes this obstacle in the future but you do increase the spam that gets into your queue.

    I built a flow that was triggered when an email was moved into a different folder that sends the content of the email to another email address.  This email is set up to conditionally send this content back to the queue inbox which triggers case creation automatically.  The flaw with this is that the case sender looks like it was the second email address, but I built case auto record creation criteria where this is processed appropriately.

    ------------------------------
    Jonathan Blackham
    Sales Operations Specialist
    Valin Corporation
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 3.  RE: Automatically track email that was moved from spam to inbox

    GOLD CONTRIBUTOR
    Posted 23 days ago
    Thanks for the advice @Jonathan Blackham, I will surely take a look in that direction should the volume of false spam become high. Disabling spam filter was something I was not aware of, I don't remember seeing that in CRM UI, must be in Exchange we can configure that one.​

    ------------------------------
    Zarko Radevic
    Dynamics 365 developer
    Digitale Medier 1881 AS
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 4.  RE: Automatically track email that was moved from spam to inbox

    SILVER CONTRIBUTOR
    Posted 23 days ago
    Zarko, yes disabling the spam filter on the mailbox is something you need to do in Exchange.  Sorry that I was not clear in my prior message.

    ------------------------------
    Jonathan Blackham
    Sales Operations Specialist
    Valin Corporation
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


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