Config Option: Integration with Outlook Emails

Understand the config option for how Mercury/Dynamics integrates with Outlook

Overview: What It Does

When synchronised, your Outlook emails and appointments will track against the relevant Contact record in Mercury—based on specific rules and behaviour outlined below.

Outbound

  • Emails and appointments sent from Mercury are always tracked to the contact’s timeline.
  • Appointments sent from Mercury will also send a calendar invite to the contact and sync with your Outlook calendar.
  • Emails sent from Outlook will not be tracked unless the contact replies. However, if you CC or BCC yourself, the email will be tracked.
  • Outlook will automatically apply the category "Tracked to Dynamics" to tracked emails, clearly indicating they’ve been captured in Mercury. Further outbound replies to these emails will also be tracked to the contact's timeline.

Inbound

  • When a new email arrives in your Outlook inbox, Mercury checks whether any of the recipients (To or CC) match an email address stored in Mercury (as either a work or personal contact). If a match is found, the email is automatically copied to that contact’s timeline.
  • If you reply to an email already marked as "Tracked to Dynamics", your reply will also be tracked—even though it’s an outgoing message.
Important Notes
  • Emails can be tracked to only one contact record. If duplicates exist, the email will be associated with the oldest matching record. Be sure to remove test or duplicate contacts to ensure accurate tracking.
  • Email synchronisation occurs every 5 minutes, so there may be a short delay before emails appear in Mercury.

For more details, refer to:

 

Why Use This

All tracked emails and appointments are visible to Mercury users, providing your team with a shared communication history with each contact.

This is especially useful when:

  • A staff member is absent or has left the company.
  • Emails contain important agreements—such as Terms of Business or Right to Represent.

 

Defaults and Considerations

  • By default, all users are configured to have their Outlook inboxes synced with Mercury.
  • Senior or back-office staff may opt not to sync their inboxes—especially if they handle confidential or sensitive communications.
  • Avoid creating contacts in Mercury with internal email addresses, as emails between colleagues will be unnecessarily tracked.
  • Mercury monitors only the Inbox If users have rules in Outlook that move emails to subfolders, those emails won’t be tracked.

 

To Enable or Amend this Feature, tell us...

If some users do not want their inbox synced to Mercury:

  1. Open the User List Excel sheet.
  2. In the column titled “Mailbox Sync”, enter "No" for those users.

This must be completed before Go-Live, as the connection between Outlook and Mercury is set up during final implementation.