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Sending Emails with Dynamics 365 Sales

A guide to using emails in Dynamics 365 Sales.

Includes
Setting up Dynamics to send and receive emails
How to compose a simple email
Using Email Templates
Personalisation
Measuring engagement with your emails
Send Dynamics emails on behalf of another user
Send bulk emails
Find old emails
Automation
Outlook integration

Setting up Dynamics to send and receive emails

Before you start sending emails through Dynamics you’ll need to set up your mail server

Create a Server Profile for Exchange Online Users

  • Go to Advanced settings
Advanced Settings in Dynamics
  • Choose Settings > Email Configuration
Email Configuration
  • Choose Email Server Profile
  • Click New and choose Exchange Online
New email profile in Dynamics
  • Enter your server details
  • Next, you need to tell Dynamics to use this profile
  • From the Email Configuration page, choose Email Configuration Settings
  • You’ll see a System Settings popup window. In the Configure default synchronisation method area, choose the server profile name you just created

Test and Enable your Mailboxes

  • Go to Mailboxes from the Email Configuration page
  • Check each mailbox you wish to use to send emails
  • Select Approve Email
  • Then repeat for the same users and select Test & Enable Mailbox
  • For more detail – see this Microsoft Learn article
  • Your users can now send emails through Dynamics

How to compose a simple email in Dynamics

From the main home page, or the Activities page, choose E-mail from the command bar

Send emails using the E-mail button in the command bar
  • Fill in the To, Subject and Message areas as you would in any email application
  • In the Regarding field, you can select a record to associate this email with – an order or a opportunity for example
  • Choose a duration if you want to track the time you’ve taken creating this email
  • Click Send

Sending emails from the Dynamics timeline

You can also send emails within a context, like a contact or an order for example

  • In the timeline of the area you’re interested in, choose the + icon
  • Select Email
  • Compose the email as above
  • Once sent the email will appear in the timeline

Replies

  • You can also reply directly to emails in the timeline
  • In the timeline choose the down arrow beside the email you wish to reply to and select Reply, Reply All or Forward
Reply to an email from the timeline
  • Compose your email as above

Using Email Templates in Dynamics

Email templates in Dynamics contain a message body and a subject to save you time when composing repeated emails

  • When you are composing an email, choose Insert Template and select the content template you wish to add to the email
insert an email template

Find out how to create email templates in our article Hidden Marketing Features of Dynamics 365

Personalisation

When you use an email template, you can personalise it with data about the recipient.

For example, you could add these fields an email

  • Name
  • Company name
  • Order details
  • Case reference number
  • A personalised link

To add personalisation to an email template, you need to add tokens to the message. Find out how to personalise email templates in our article Hidden Marketing Features of Dynamics 365

Measuring engagement with your emails

If you have a Dynamics 365 Sales Premium or Dynamics 365 Sales Enterprise licence you can use Dynamics’ Email Engagement feature to measure how people interact with your emails.

You can measure

  • When the email was opened
  • The number of times it was opened
  • Which links were clicked

Find out how to set up and use Email Engagement in our article

You can also use Email Engagement to

  • Schedule follow ups
  • Optimise the best time for sending

There’s more about these additional Email Engagement features on the Microsoft site

Send Dynamics emails on behalf of another user

If you have the correct permissions, it’s easy to send an email from another colleague in your organisation.

When you are composing an email you can choose a user to send the email from. Just select their name from the from field

from field in Dynamics email editor

If you don’t have the correct permissions, you’ll have to set them up. Here’s a guide from Microsoft about setting up send on behalf of permissions

Send bulk emails

You can use Dynamics Marketing Campaigns and Marketing Lists to send bulk emails, but there is another simpler way if you quickly want to email many people the same email at once

Send Direct Email button in Dynamics

When you select multiple items from a list in Dynamics (like a list of contacts for example) you’ll see a Send Direct Email button

  • Choose the recipients
  • Click Send Direct Email
  • Check the from address
  • Choose a template
  • Check the preview looks right (Dynamics usually chooses the first record to preview)
  • Then click Send

I don’t have a Send Direct Email Button

Find old emails

To find emails you’ve sent or received in the past, navigate to the Activities section in Dynamics

  • From the view drop down, choose All Emails
All emails filter in Dynamics
  • This view shows all the emails on your Dynamics system
  • Use the Edit Filters button to narrow down the search
  • By date
  • By recipient or sender
  • Subject
  • If you need to refer back to this filter, you can save the view

Automation

You can use Dynamics to send emails automatically when data changes on your system, for example

  • On a particular date (a renewal notice, for example)
  • When a new lead is created
  • If you’re fluent in Power Automate, you can use this to create workflows to send emails and change data based on triggers
  • If you have a Dynamics 365 Sales Premium or Dynamics 365 Sales Enterprise licence you can use Sequences to send out automated emails

Take a look at our guide to email sequences in Dynamics

Outlook integration

When you have your email server integrated with Dynamics, you can compose emails in Outlook and they will appear in Dynamics.

See our guide to tracking Outlook emails in Dynamics

Note – Dynamics will store a copy of the email. So if you delete the email from Outlook, it will still appear in Dynamics

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📆 Last update: May 31, 2024

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