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Scenario: Contact emails in our build of CRM only go to to the nominated "preferred" email address. Contact wants an email to go to an email address that is on their contact record but is not the preferred email address. The email address is typed in to to "To:" field and is recognised as an email linked to that contact by CRM which then displays the contact name instead and sends the email to the preferred email address instead.
Query: How does the CRM user send an email to a non-preferred email address without having to change the preferred email address on an ad hoc basis for this one email and then undo this change immediately afterwards please?
CRM 2013 on premises (without Outlook Connector).
Dynamics can only send the primary email address by default - the easiest solution is to create another contact since a contact record is purely about how to contact the person rather than a unique person record. You can link the two records together using connections. Sounds counter productive to create two contacts I know!
Hope this helps
I also used to create additional custom entity (linked to the contact entity through 1:N, for example) just for "emailing". Put a lookup to a contact entity from that custom entity, then, for each of the contact emails, create a new record of that custom entity type. Might also add a workflow/plugin to automatically add all those "linked emails" (custom entities) to the email "to" field whenever sending an email to a contact.
Hi Richard Kirkham,
you could use this "fast and dirty" solution:
1) create a workflows to send email
2) check inside it if there is a secondary (and even other) email address of contact is not empty
3) if true, check if exists a contact with the same name+cc (example: "John Doe (cc)" and principal email address filled with secondary email address and reactivate it (see next point to understand it); if not create it
4) add this contact to cc field
5) send mail
6) deactivate contact
This work like a charm, the unique blame is you will have an inactive duplicated contact.
Please let me know if you solve.
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Thanks Scott, Alex and Francesco for taking the time and trouble to reply. It is appreciated. I do understand the new contact route.
The email functionality in the CRM 2013 web client could really benefit from development by Microsoft but reading other threads on it and Microsoft's replies it has become apparent that it has no intention to do so.
Given the importance my organisation gives to data cleansing and deduplication of records I think we will have to stick to toggling the preferred email settings in such situations.
Dear Colleagues! Is there a way to prevent D365 from populating the To: field with the email address and let a user select it? Thanks, Nikita
Hi Nikita. We haven't migrated to D365 yet but will do in the summer. I'll check again then and update (and if you hear something positive do please let me know). Thanks.
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