Hello Community!
I recently discovered an odd issue with a user of mine. His workflow in sending emails to customers is to first track them to a record in CRM, and then he determines where he wants to save the sent item BEFORE sending. Thus the email never touches his sent folder in Outlook.
I had him show me an email he sent yesterday morning, which he tracked and saved to a specific folder as mentioned above. I then instructed him to simply drag and drop it into his sent folder and then synchronize with CRM. After the sync completed, the email showed up under the tracked record in CRM.
My thought is that because the email never touches his sent folder, it doesn't trigger the CRM integration to actually sync with CRM. The problem for this user is that he has built up a custom folder structure with 12+ years worth of email history so he cannot simply move it all into sent and call it done - understandably he's freaking out about the possibility of doing so.
My questions are as follows:
- Is my hypothesis correct - that the email needs to touch the sent folder to trigger the sync?
- Is there any way to add custom folders to sync with CRM?
- Any other suggestions/things to try?
As always, thank you for your help in advance!