Hi
I posted this previously but with no great success so trying this again.
We are using CRM Online 2015 Update 1, moving to 2016 Update 1 in the next two months. We use Exchange on premise
We have 80+ queues setup for incoming emails to our Contact Centre. We do not use automatic email to case creation ( business process reasons why we cannot use this at the moment). So I cannot use the auto response from a case creation
I want to send an auto response email to every customer who sends an email into the queue, and also use it for Out of Office messages when the Contact Centre is closed for Public Holidays..
We don't want the call handlers to have to use Exchange and login to the different mailboxes to set these up but we do need a quick efficient way that we can create/amend auto responses and quickly switch them on and off when required. Our IT support service will not allow auto response from Exchange due to potential looping issues.
I created a workflow to use and it worked ok until we got into an email loop because a user had sent an email from a queue to a queue but we also had problems with undeliverables from customers and their own auto responses.
So how do I filter out undeliverables, auto responses or emails from users or queues using a workflow or is there any other ingenious way or doing this OTB (must be OTB). I would have thought that this was straight forward but If it is I cant see it!
Any help, ideas or inspiration would be welcome
Thanks
K
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Karen Harvey-Johnston
Enterprise Business Application Analyst
Skills Development Scotland
Stirling
Scotland
