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Hello CRM Folks.
When we receive a reply email from customer who could be a Contact, Account or Lead in CRM and the customer email id exists in both Contact and Lead then it creates the received email with the form as contact irrespective of the original email’s ‘To’ record type. For example, From CRM, email has been send to Lead with id firstname.lastname@example.org. One Contact record also exists with email@example.com id. When this lead replies, in CRM, the email is created with ‘from’ as Contact record. When the original sender of the email in CRM, reads the email, the sender will get confused as from address has different record. We would like to know is there any way to rectify this issue. We are looking for your help.
Thanks in advance,
Nghiep, I think this has to do with the regarding field on the email record. It's either not getting set or defaulting to contact. Here is a related link. community.dynamics.com/.../103639.
I don't have a direct solution but I think this may require a workflow to set the regarding field. Good luck.
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