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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Problem with relating ...
Service | Customer Service, Contact Center, Fie...
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Problem with relating emails in the same thread in Gmail

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Posted on by AZ-01081450-0 35
Hello,
 
I have a customer who uses Customer Service. There is a standard automation for creating cases based on incoiming emails through a queue. They also using synchronization with Gmail for receiving and sending emails - the coinfiguration is done via standard functionality for synchronization using SMTP. There is also a power automate flow which creates first response email for incoming email creating the case - flow only creates an email-response by add a new row action.
 
When it's done this way, when email-response is send by an user this response doesn't connect in the same thread with incoming email in Gmail service.
 
Does anyone has a real experience with this and can give me a hint how to handle it in power automate so this email-response could be connected to the same thread? We've tried creating a plug-in to update inreplyto and references fields in the email-response according to some internet suggestions, but it didn't work.
 
Copilot also suggests using connector GMAIL API SMTP in power automate but I don't know how it would impact current configuration of email server profile and email settings?
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Dynamics 365 Customer Service
I have the same question (0)
  • 11manish Profile Picture
    11manish 81 on at
    The problem is that the reply email does not contain the correct threading headers, so Gmail treats it as a new conversation.

    Recommended Solution : Instead of creating a new email activity, create the email as a reply to the existing email activity.
     
    Or 
     
    Best  Alternative :
    Instead of SMTP Gmail sync, many organizations use:
    • Exchange Online
    • or
    • Microsoft Server-Side Synchronization
     
    because the threading behavior works more reliably with Dynamics.
     
    But this requires infrastructure change.
     
     
  • AZ-01081450-0 Profile Picture
    AZ-01081450-0 35 on at
    Hi, 11manish - How can I create an email as reply in power automate flow? It's not possible to use unbound or bound action for this.

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