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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Compose Email - Record...
Customer experience | Sales, Customer Insights,...
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Compose Email - Record Type Limited to Users

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Posted on by kbirker 25

We currently use Queues to send outbound emails from a shared/group mailbox.

It appears today we are unable to select the queue as the record type for the "From" field. 

Tested the following:

a. Sales Hub - Doesn't work, restricted to User Table only.

pastedimage1644950343244v2.png

b. Custom Hub - Works, shows record lookup.

pastedimage1644950253423v1.png

Our sales hub is version 9.0.22032.15001, the overall environment (where both hub applications are) is on 2022 Release Wave 1

Is this a known issue?

I have the same question (0)
  • Verified answer
    Community Member Profile Picture
    Community Member on at

    Hi Kyle,

    Have you added the Queue entity to the Sales Hub app? 

    By default, the Queue entity is not in the Sales Hub app, so you need add it manually.

    (1)Open in app designer:

    pastedimage1644990017440v1.png

    (2)Add Queue entity, save and publish.

    pastedimage1644990097246v2.png

    Result:

    pastedimage1644990402545v3.png

  • Suggested answer
    Bipin D365 Profile Picture
    Bipin D365 28,983 Moderator on at

    Hi,

    Customer hub - it is working because Queue entity is added in Custom hub app by default and sales hub does not have queue entity added in apps.

    So you will have to add Queue entity to your sales hub via app designer so that it will visible under From lookup.

    Hope this helps!

    Please mark my answer verified if this is helpful!

    Regards,

    Bipin Kumar

    Follow my Blog: xrmdynamicscrm.wordpress.com/

  • kbirker Profile Picture
    kbirker 25 on at

    Thank you both.

    This worked, for others the queue options were present prior to Wave 2 Release update. It appears that you must manually add these to the app after the update.

    Hope this helps others!

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