In tip 395 I made reference to the new office 365 Clutter feature. This feature uses machine learning to separate out “graymail,” such as email subscriptions and advertisements that you opted in to. I found it does a great job on my personal inbox, with very few false positives.

Recently, however, we found that emails that our clients were sending to one of our queue email addresses were not making it into CRM. Unbeknownst to us, the clutter feature was turned on in the mailbox used by the queue. As a result, many client emails were moved to the clutter folder and did not get picked up by CRM.

See instructions for turning Clutter off on a mailbox. Also, you can hear us discuss this experience on episode 9 of CRM Audio.