Keep your inbox and your CRM in sync. Understand how email tracking, server-side synchronisation, and the Dynamics 365 App for Outlook work together.
Most customer communication happens by email. Without Outlook integration, your CRM has an incomplete record of customer history and your team spends time manually copying context between systems. Dove365 CRM — Starter solves this.
Emails between your team and customers appear on the CRM timeline. Anyone reviewing an account, contact, or opportunity can see the full email history without ever leaving CRM or accessing someone else’s inbox.
The Dynamics 365 App for Outlook lets users create leads, contacts, tasks, and phone call records directly from their inbox — no application switching, no copy-pasting.
Server-side synchronisation tracks emails automatically in the background. Users don’t need to manually file emails — the integration handles it, keeping CRM current without adding to your team’s workload.
Email tracking means a copy of relevant emails is stored in CRM and appears on the timeline of the related record — giving every team member access to the communication history they need.
Once configured, server-side synchronisation automatically tracks emails to and from contacts in your CRM. No manual action needed for these emails to appear on the timeline.
For emails not tracked automatically, use the Dynamics 365 pane in Outlook to manually track and link them to specific records at your discretion.
When tracking an email manually, use Set Regarding to link it to a specific opportunity, case, or lead — not just the contact. This keeps pipeline and case timelines accurate and useful.
If an email is tracked by mistake, you can untrack it to remove the CRM copy. The email remains in your Outlook inbox as normal.
Server-side synchronisation runs in the background, keeping your Outlook and CRM in sync automatically. It handles incoming email, outgoing email, and appointments — without any ongoing manual effort from users.
Once enabled for a mailbox, server-side sync processes emails in the background. Users experience the benefit without doing anything manually.
Inbound emails from CRM contacts and outbound emails to CRM contacts are both tracked, giving you a complete two-way communication picture on every record.
Appointments created in Outlook or CRM can synchronise between both systems, so calendars stay aligned without duplication.
Each user’s mailbox must be individually configured and enabled for server-side sync. Your CRM administrator handles this setup as part of the Dove365 CRM — Starter deployment.
The Dynamics 365 App for Outlook adds a CRM panel to Microsoft Outlook on desktop and web. It gives you access to CRM data, email tracking controls, and quick record creation — without leaving your inbox.
When you open an email, the Dynamics 365 pane shows the sender and recipients’ CRM records — account details, contact info, and recent activity — so you have full context before you reply.
Track any email from the Dynamics 365 pane and link it to a specific record using Set Regarding. The email appears on the selected record’s timeline immediately and remains there permanently.
Create contacts, leads, tasks, and phone call records directly from Outlook. New records are saved to CRM without leaving your inbox — faster and less error-prone than switching applications.
Understand all activity types and how the timeline works — the foundation that email tracking sits within.
Connect your document management to CRM records — the complementary integration to Outlook email tracking.
Understand how mailbox configuration and Outlook add-in deployment are managed through the Admin app.
Book a free demo and see how Dove365 CRM — Starter can work for your business inside Microsoft 365.