Hello Community,
I am trying to set up a workstream in Omnichannel for incoming emails. I have performed the following high-level steps, but it's not working... Could anyone advise if I am missing any steps?
Note: I am not using the D365 App for Outlook for this scenario
- I have enabled a mailbox in D365 for the support email. I have approved the email in the mailbox, and test/enable the mailbox successfully.
- I have created a workstream of "Record" type, and selected "Email" as the channel.
- I have created an Intake Rule in the workstream to intake all in the emails that are sent to the support email and map them to this email workstream.
- I have created a support queue and added an agent user to the queue.
- I have created a routing rule in the email workstream to route the emails that come in via the intake rule to the support queue.
When I try to test this out by sending a test email to the support mailbox, I am not seeing any incoming emails being routed to the support queue in Omnichannel. It's coming up as blank.
I would appreciate if anyone could spot what steps I could be missing..
Thank you!
