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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Send email from generi...
Microsoft Dynamics CRM (Archived)

Send email from generic account in CRM without using the Outlook plugin or app

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Posted on by Barbara Forsman 608

I would like to set up a generic user account that I can use in workflows for sending emails from CRM without having to use the Outlook plugin or app.

Use case:  When Sales completes a task in CRM, a workflow sends an email to Pricing to let them know the task has been completed.  I'd like this email to come from a generic account so we aren't dependent on the Outlook plugin working as it should (which we all know can be a sketchy deal)

  1. I've set up CRMAdmin and assigned a CRM license as well as an Office 365 license (not sure if the O365 license is truly needed, but I wanted to eliminate that variable)
  2. email set up for our organization is
    2630.System-settings.JPG
  3. I set up the email of this user as follows:
    CRM-Admin.JPG
  4. I have approved email for this user

But alas, my test email sent from within a workflow is stuck in pending status.  What have I missed?

Many thanks in advance!

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  • Verified answer
    Guido Preite Profile Picture
    Guido Preite 54,084 Moderator on at
    RE: Send email from generic account in CRM without using the Outlook plugin or app

    Hi Barbara, you need to set the outcoming email to server syde synchronization.

    regarding the license question, if you do at least one login with that user and after (from another system administrator user) you set it to non-interactive, you can remove the license from office portal (of course after you verified that the send of the email works)

  • Barbara Forsman Profile Picture
    Barbara Forsman 608 on at
    RE: Send email from generic account in CRM without using the Outlook plugin or app

    Of course!!  I changed the set up and tried it with both incoming and outgoing mail set to SSS but the email is still in a Pending status.  So I tried it with Outgoing set to SSS and incoming set to Dynamics 365 for Outlook, but that doesn't seem to work either.

    I'm confused because we have a couple other users who have their mailboxes set to Incoming mail uses SSS and theirs work.  Is there a timeout issue after you change settings on a mailbox?  Do I need to wait a specified length of time before they take effect?

    6445.CRM-Admin.JPG

    I appreciate the license info!  I will do that!

    Thank you!!

  • Suggested answer
    Guido Preite Profile Picture
    Guido Preite 54,084 Moderator on at
    RE: Send email from generic account in CRM without using the Outlook plugin or app

    Hi Barbara,

    I just noticed that you have the "Server Profile" empty in your mailbox, you should fill it with the server profile you defined.

    for sending you need to consider only the outgoing email to serverside sync, other settings are not important for your scenario.

  • Barbara Forsman Profile Picture
    Barbara Forsman 608 on at
    RE: Send email from generic account in CRM without using the Outlook plugin or app

    I made that change but I'm afraid I'm still getting a Pending Send status on the email.

    I did set this user's options to allow other users to send email on this user's behalf.  Is there something else?

  • Guido Preite Profile Picture
    Guido Preite 54,084 Moderator on at
    RE: Send email from generic account in CRM without using the Outlook plugin or app

    Hi Barbara, it's a bit difficult to do a troubleshooting of that options in a forum, I hope you understand.

    did you try to click "test & enable mailbox"? what are the results?

    another important thing to don't forget (if you didn't do already): do a login inside CRM in a separate browser or in incognito mode with this noreply user.

  • Barbara Forsman Profile Picture
    Barbara Forsman 608 on at
    RE: Send email from generic account in CRM without using the Outlook plugin or app

    I do understand!  Thank you for the suggestions you provided!

    I did try Test & Enable Mailbox.  When I have a populated Server Profile, I get an error that Your mailbox can't sync incoming emails because the email connection channel is set to syn using an Email Router.  

    The system settings for email are for our organization to use Dynamics 365 Email Router.  

    Thanks again for what you did suggest!  I'll keep poking around.

  • Barbara Forsman Profile Picture
    Barbara Forsman 608 on at
    RE: Send email from generic account in CRM without using the Outlook plugin or app

    One remaining piece to this is that I need to have the user set to Outgoing Mail on the email router itself.

    Thank you!

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