Your inbox and CRM, connected
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.
Full email history in CRM
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.
Create CRM records from Outlook
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.
No duplicate effort required
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.
Tracking emails against CRM records
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.
How email tracking works
Automatic tracking via server-side sync
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.
Manual tracking via the Dynamics 365 App
For emails not tracked automatically, use the Dynamics 365 pane in Outlook to manually track and link them to specific records at your discretion.
Set Regarding for precise linking
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.
Untrack when needed
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.
Who benefits
- Sales teamsTracked emails appear on the lead and opportunity timeline. Before a proposal, your team can see every email conversation to date, context they’d otherwise need to search their inbox for.
- Support teamsTracked customer emails appear on case records. When a case is escalated or handed over, the new owner has full email history immediately, without needing a briefing.
- ManagementManagement reviewing an account has visibility of recent customer communication without needing to ask individual team members for a status update.
Always-on email synchronisation
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.
Runs automatically
Once enabled for a mailbox, server-side sync processes emails in the background. Users experience the benefit without doing anything manually.
Covers email in both directions
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.
Syncs appointments
Appointments created in Outlook or CRM can synchronise between both systems, so calendars stay aligned without duplication.
Mailbox-level configuration
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.
CRM features inside your inbox
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.
View CRM data in Outlook
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 and link emails
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 records from emails
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.
Continue learning
Activity Tracking
Understand all activity types and how the timeline works, the foundation that email tracking sits within.
SharePoint Integration
Connect your document management to CRM records, the complementary integration to Outlook email tracking.
User Management
Understand how mailbox configuration and Outlook add-in deployment are managed through the Admin app.