Sending Dynamics 365 Emails from Queues

I recently had a small challenge, which I have decided to blog about just in case you face a similar issue. I had a requirement to send emails from a queue but when I created an email in my Dynamics 365 Sales Hub app I could only send emails from users.

It will be a common requirement to send emails from queues. As most companies would prefer the emails to be from “info@” or “support@” etc. Meaning a generic queue name will be preferred over a personal email from a named user.

I have support and info mailboxes and queues already configured. And I have been happily using them in my Customer Service Hub App.

But as you can see below, in my sales hub app I could only send email from users. Why is that??

The reason for this issue is quite straight forward and easy to fix. The Customer Service Hub includes the queues table, as we often use queues in service scenarios. Unfortunately, it is not included in the Sales Hub app. At least not by default. (And if you are using a custom app or other apps you many also suffer the same challenge.)

So, if you get this issue with the Sales Hub (or any app) what can you do?

First of all, edit the app in powerapps.com.

Below you can see I have started to edit my sales hub app. To confirm if the queue table isn’t included, I went to the data option and searched for “queue”. You can see that queue items are included in my app. But not the actual queue.

Next, I went to the pages option and selected “+ Add page”. I 0pted to add a Dataverse table and clicked next.

I can now use the “Select existing table” option and locate the queue table.

I added this into my app. In my example I only needed users to be able to send emails from a generic queue. So I deselected the “show in navigation” as I didn’t need to see “Queues” as a menu option.

Having added the queue page, I published the sales hub app. And then refreshed my browser.

You can now see that when searching within the from address 2 record types can be returned. Aka, users, and queues.

I can now send emails from my “info@” or “support@” queues within the sales hub app. So a simple change but one that might be significant to how you communicate with customers.

As you have seen, this is a simple challenge and one that should be very simple for most Dynamics 365 consultants to resolve. Enjoy.