Microsoft Dynamics CRM (Archived)

Reply to email address2

(0) Share

Report

Posted on by martingr

600

Our customers is registred with:

e-mail address 1: work email

e-mail address 2: personal

e-mail address 3: portal

If a customer sends us an email from portal or personal mail, CRM will respond to work email (e-mail address 1). It is inconsistent for a customer to get a reply to a different mail address then the one they send from.

Is there a way we can get around this so we always reply to the email address that send the mail?

Thanks

*This post is locked for comments

All responses (2)

Answers (2)

Verified answer

ashlega 34,475 on at

Like (2)

Report

RE: Reply to email address2

Maybe not necessarily a duplicate contact.. could be a custom email-enabled entity linked to the contacts through 1:N (so you'd have a record per each "additional" contact email.. could maintain that through a plugin)

Then you might have a plugin on create of the email that would re-link incoming emails to the contact they end originally show up "from" those custom records

And, when such an email comes in, you might update "email" field on the contact with the email from that custom record so CRM would use that email for the reply

Although, that will require some coding for sure..
Verified answer

a33ik 84,323 Most Valuable Professional on at

Like (2)

Report

RE: Reply to email address2

Hello,

I'm afraid that the "good" workaround for that is to create duplicated contact with 2-nd and 3-rd email address as a primary email address.