What
If you need to ensure that your users track all sent emails into Mercury, you can set up Folder-level tracking which will ensure all sent emails from Outlook that relate to a Mercury contact are tracked back into Mercury.
Consideration
By default, all emails sent from Mercury will track in Mercury. By default, emails sent directly from a users Outlook will only track back to Mercury if a reply is received back. If you decide to enable this feature to force track every sent email from Outlook, you need to consider that every email the user sends will be tracked into Mercury. If the email relates to an existing Mercury record, it will appear on the records timeline. If a consultant with Folder Level Tracking enabled was for example to send an email to their manager, this would still be tracked into the email table and while it wouldn't be seen on a Mercury record, it could be possible for another user to look at all sent emails and they could technically then read every email someone else has sent which could be internal or personal. .
Where
See below. NOTE: For System Administrators only.
How
1. Before you set this up, we at Mercury will need to enable some settings on our side. You should therefore log a Request via the Mercury Customer Support Portal asking for Folder-Level Tracking to be enabled for your users. Please quote Mercury internal knowledge article KA-01454 in your request, for the Mercury Support teams to reference.
2. Once Mercury Support have confirmed the enabling of all necessary settings, you will need to complete the following steps for each user that you want to fully track all outbound emails:
3. In Outlook, right-click on the Inbox to open the sub-menu > click New Folder > name the new folder #Sent Items:
4. Once the new folder is created, a rule needs to be created to copy all sent emails to the new #Sent Items folder:
File > Manage Rules & Alerts > New Rule > Apply rule on messages I send > Next
5. On the next dialog, leave it all blank and click Next:
6. Move a copy to the specified folder > Select your #Sent Items folder that you created above:
7. A dialog box will then pop up, confirming your rule > click Next:
8. Give your new rule a name > ensure Turn on this rule is enabled > click Finish:
9. You will then see your new rule > click Apply:
10. You can now test all this by sending an email and checking in the #Sent Items folder that there is a copy.
11. Now we just need to set the local settings to track, select the cog icon > Personalization settings
12. Select the Email tab.
13. Tick the box labelled Allow other Microsoft Dynamics 365 users to send email on your behalf.
14. Select Email messages from Dynamics 365 Leads, Contacts and Accounts.
15. Click Configure Folder Tracking Rules.
16. Click the New Folder Mapping button:
17. Select your folder you created to copy sent items to > Save
That's it! You are finished. You will need to set this up for all users who you want to have all sent emails tracked back into Mercury.
Mercury will now track all sent emails back into Mercury and where the email recipient matches a Mercury contact record, it will appear on the Timeline.