Dynamics 365 "Reply All" Email Functionality and Customization

What’s happening?

Users have observed that when selecting "Reply All" to an email within Dynamics 365, the "To" and "Cc" fields automatically populate with the sender and all other recipients from the original email. Additionally, there have been inquiries regarding the possibility of customizing this "Reply All" functionality within the Timeline control.

Reason:

This behavior is standard and by design within Dynamics 365.

Resolution:

• The observed behavior is standard and expected within Dynamics 365. When users select "Reply All," the system automatically populates the "To" and "Cc" fields with the sender and all recipients from the original email message.
• Customizing the "Reply All" functionality in the Timeline section is considered an Out-of-the-Box (OOB) feature. Microsoft does not support customization of OOB functionalities, as it may lead to unintended issues or conflicts.
• If customization is necessary, it is recommended to consult internally with your development team to assess potential impacts and feasibility. However, please be aware that Microsoft support does not provide assistance or support for customizations made to OOB features.