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Use server-side synchronization with Copilot for Sales

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Note

This article is relevant only if you've connected Copilot for Sales to your Dynamics 365 environment.

Server-side synchronization provides direct synchronization of emails, appointments, contacts, and tasks between Dynamics 365 applications and Exchange email server. Turning on server-side synchronization is a pre-requisite for saving Outlook emails and appointments to Dynamics 365. Enabling server-side synchronization has the following benefits:

  • All participants in an email or appointments who are Copilot for Sales users will see the same status (saved or unsaved) of the Outlook activity.
  • Remove saved emails and appointments.
  • Automatically save replies to emails which were saved to CRM.

Turn on server-side synchronization

If you are a CRM administrator, you can simplify seller experience by setting up server-side synchronization of emails and appointments for all Copilot for Sales users. For information about enabling server-side synchronization, see Connect to Exchange Online.
If you are a seller and if server-side synchronization is not enabled for you by your administrator, you are prompted to enable server-side synchronization for your mailbox when you save Outlook activities to Dynamics 365 using Copilot for Sales for the first time.

Note

If you don't turn on server-side synchronization, a message is displayed when you save an email or a meeting for the first time to your CRM.

Mailbox configuration for saving Outlook activities to Dynamics 365

Dynamics 365 users will have their mailboxes configured based on the settings provided as part of turning on server-side synchronization.
For a Copilot for Sales user to save Outlook emails and appointments to Dynamics 365 from Copilot for Sales, their mailboxes need to be:

  • Configured to use server-side synchronization for incoming email, outgoing email, and appointments.
  • Approved
  • (configuration) Tested and enabled

In addition to the above configuration, sellers can have replies to a saved email saved to CRM automatically if any option other than No email messages is selected under the Email tab in Personalization Settings in Dynamics 365.  

Troubleshooting errors

If you get error due to server-side synchronization, see the following troubleshooting guides for the resolution: