Auto Capture

Sales staff often receive emails from multiple clients or emails that are related to multiple deals. It can become difficult to keep track of everything. The Auto Capture feature in Embedded Intelligence lets Microsoft Dynamics 365 access email in Microsoft Exchange, find messages that are related to a sales representative's work, and show those messages right in Dynamics 365. Therefore, sales representatives can easily view relevant email messages together with all the other activities that are related to a given record in Dynamics 365.

Any message that's presented to a user remains private and visible only to that user, unless he or she chooses to convert it to a tracked message. After a message is converted to a tracked message, it becomes visible to the rest of the user's team in Dynamics 365.

Auto Capture is part of Sales Intelligence. You can turn it on or off by going to App Settings > System Configuration. No additional configuration is required.

Messages that Auto Capture finds are merged with other relevant Dynamics 365 activities and shown in the timeline for the record that they apply to. Messages can be viewed on contact, opportunity, lead, account, case, and custom entities. For example, if you're a sales representative and are looking at an opportunity in Dynamics 365, the timeline shows all the activities that you've logged for that opportunity. It also shows up to 50 recent email messages from your Exchange account that were sent to or received from either the primary contact for the opportunity or its stakeholders.

The image below shows both tracked and auto-captured (not tracked) messages in the activities column, and highlights the following:

  1. Auto capture messages: These messages were found by the auto capture feature. They have been identified as possibly being relevant to the current record, but they are still private so only you can see them. Compared to tracked messages, these messages show a grey symbol and a dotted border and include a track link and a private email label.
  2. Tracked message: This message is already being tracked, so it is already imported into Dynamics 365 and is being shared with your team. It shows a black symbol and does not include any tracking controls or messages.
  3. Track link: Select the link to convert a private message found by auto capture to a tracked message in Dynamics 365.
  4. Private email label: Private messages found by auto capture but not yet tracked in Dynamics 365 include this label to indicate their status.

Auto Capture

Note

You can't associate an asset with a device by using the Dynamics 365 for Field Service mobile app. Currently, there are differences in the way that this app is shown in the Dynamics 365 Unified Interface.

Initially, the messages that Auto Capture finds are private for you. Therefore, other members of your sales team can't see them in Dynamics 365. To turn any auto-captured message into a tracked message, select Track. The message is copied into the Dynamics 365 database, and it becomes visible to other members of your team. Auto-captured messages that don't include a Track button are already being tracked. It might take a few minutes for a message to be changed from untracked to tracked. During that time, a message that appears on the tile indicates that tracking is pending.

For other types of email messages that appear as tiles on the Activities tab, you can select the tile to expand or collapse the message content.

The following table summarizes how Auto Capture identifies a related message.

Entity type Field values that are matched to the To, CC, or From address of each email message
Account
  • The email address of the listed primary contact
  • The email address of the top 50 contacts who have the account as their parent account
  • All email addresses that are defined for the account record itself
Opportunity
  • The email address that's listed for the opportunity contact
  • The email addresses of any contact in the list of stakeholders
  • All email addresses that are defined for the opportunity record itself
Case
  • The primary contact's email address
  • All email addresses that are defined for the case record itself
  • If the customer is a contact, all email addresses for the contact record
  • If the customer is an account, all email addresses for the account record
Lead
  • The email address that's listed in the contact section
  • All email addresses that are defined for the lead record itself
Contact All email addresses that are defined for the contact record itself
Custom entities
  • For account fields, the email address of the primary contact for the account, plus all email addresses that are defined for the account record itself
  • For contact fields, all email addresses that are defined for the contact record
  • For customer fields that refer to a contact, all email addresses that are defined for the contact record itself
  • For customer fields that refer to an account, the email address of the listed primary contact, plus all email addresses that are defined for the account record itself

For more about Auto Capture, see Find and track relevant messages from your Exchange server with auto capture.