Planning messaging integration in Microsoft Dynamics CRM 2013


Applies To: Dynamics CRM 2013

Microsoft Dynamics CRM includes several messaging integration features. To use the Microsoft Dynamics CRM messaging integration features, you use any one, or in some situations a combination of, the following software features or applications to integrate your email system with your Microsoft Dynamics CRM deployment:

  • Server-side synchronization is a feature built-in to Microsoft Dynamics CRM that is used to integrate CRM with Exchange and POP3 or SMTP-based email servers. In most situations, server-side synchronization is the preferred option for organizations with users who run Microsoft Dynamics CRM in a web browser or on a mobile device, such as a tablet or smartphone.

  • Microsoft Dynamics CRM for Microsoft Office Outlook, an add-in, provides messaging data integration capabilities on a single-user basis. CRM for Outlook doesn’t require server-side synchronization or the Microsoft Dynamics CRM Email Router (described below) as the synchronization agent runs in the CRM for Outlook on the user’s computer. This is frequently the better option for organizations that regularly use Outlook, especially if they need rich offline data capabilities. Note that if CRM for Outlook isn’t running, messaging synchronization doesn’t occur until CRM for Outlook is started again.

  • The Microsoft Dynamics CRM Email Router is a separate application that provides centrally managed Exchange Server and POP3/SMTP-based email server routing for users, queues, and forward mailboxes. The Email Router runs continuously as a service and only synchronizes email messages. You cannot use it to synchronize, appointments, contacts, or tasks. We recommend that you run the Email Router if you use Exchange Server 2007 or Exchange Server Online, or if you have users that use both Exchange Server and POP3 email systems.

  • None. When you select None in the user record, no messaging data tracking or synchronization will take place for the specified user.


  • We recommend that you do not configure an organization to use both CRM for Outlook and server-side synchronization as the synchronization method for appointments, contacts, and tasks. For example, in Microsoft Dynamics CRM you have some user mailbox records that are using appointments, contacts, and tasks with CRM for Outlook and other user mailbox records in the same organization that are using server-side synchronization. This becomes an issue because Outlook and Exchange Server message data synchronization use different methods and combining the two methods in a Microsoft Dynamics CRM organization can cause CRM data to not synchronize correctly.

  • Internet Message Access Protocol (IMAP) email servers are currently not supported with server-side synchronization or the Email Router.

In This Section

Email message filtering and correlation

Forward mailbox vs. individual mailboxes

Messaging data synchronization

Microsoft Dynamics CRM Email Router

Additional resources for Exchange Server

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