Integrate (synchronize) your email system

One of the main reasons people use model-driven apps in Dynamics 365, such as Dynamics 365 Sales and Customer Service, is to store all customer communications in one place, so anyone with the appropriate permissions can see all relevant customer records. For example, view all email associated with a particular contact, account, opportunity, or case.

To store email and other messaging records, you need to synchronize your email system with model-driven apps in Dynamics 365. You can do this with server-side synchronization.


  • In previous versions of Dynamics CRM, you could also use the Email Router to synchronize records. The Email Router has been deprecated as of the Dynamics 365 (online), version 9.0. We strongly recommend that you migrate all email routing functionality to use server-side synchronization.
  • Internet Message Access Protocol (IMAP) email servers are not currently supported by server-side synchronization or the Email Router.
  • As of 1/29/2018, based on overwhelming customer feedback and our desire to continue supporting our customers, we have decided not to deprecate Dynamics 365 for Outlook (Outlook add-in). Please read this blog post for more details.

Using server-side synchronization

Server-side synchronization has these benefits:

  • Enables Dynamics 365 App for Outlook. With Dynamics 365 App for Outlook, model-driven apps in Dynamics 365 information appears next to a user’s Outlook email messages or appointments. They can view information about contacts and leads stored in model-driven apps in Dynamics 365 and add contacts directly from an email message. They can also link email, appointment, and contact records to new or existing records, such as opportunity, account, or case records. Dynamics 365 App for Outlook is very simple to deploy and it works with Outlook on the web (included in Office 365) the Outlook desktop client, and Outlook mobile. Learn more about Dynamics 365 App for Outlook.

  • Enables Exchange folder tracking. With folder tracking, users can simply drag email to an Exchange folder to track it automatically in model-driven apps in Dynamics 365. Folder tracking works on any mobile device that supports Microsoft Exchange, which means users can track email from just about any device. Learn more about folder tracking.

  • Automatic synchronization. When you synchronize records with server-side synchronization, the synchronization happens automatically at the server level.

  • Enables multiple scenarios, including hybrid scenarios. You can use server-side synchronization to connect:

    • Model-driven apps in Dynamics 365 Exchange Online

    • Model-driven apps in Dynamics 365 to Exchange Server (on-premises)

  • Synchronize appointments, contacts, and tasks. In addition to email, you can synchronize Outlook appointments, contacts, and tasks.

  • Synchronize with POP3 email servers. You can use server-side synchronization to synchronize model-driven apps in Dynamics 365 with Gmail,, Yahoo, and other POP3 email servers. Note, however, that you can’t synchronize appointments, contacts, and tasks with POP3 email servers.

  • Integrated mailbox management and resource utilization. You can use the server-side synchronization performance dashboard to quickly monitor mailbox performance across the organization. You can also troubleshoot errors through error logging and reporting.

More information: Integrate your email system using server-side synchronization


If you use server-side sync, you won't be able to view S/MIME encrypted messages. Encrypting emails with S/MIME requires an application to use an S/MIME control which server-side sync does not support. For more information on S/MIME encryption, see Encrypt messages by using S/MIME in Outlook Web App.

See also

Microsoft Dynamics CRM: How it works documentation Integrate your email system using server-side synchronization
Troubleshooting and monitoring server-side synchronization issues
Deploy Dynamics 365 App for Outlook