Replying to email actvity

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Posted on by davidhen1

Hi,

Wondering is it possible to reply to an email activity, ive no problem send an email from workflow but it creates a new emails. Here my scenario;

Customer emails a support email we have , that gets automatically logged as a case in an unassigned queue, from there an engineer picks the case and its moved into his queue. The details of that original email is stored as an email activity. Ive no problem clicking on the reply button in the timeline email activity but im wondering can this be automated in power automate.

So when the engineer marks the case complete, there is a reply to the customer that the case has been completed. I can create a workflow that sends a new email on case closer but this is a new email.

Any way to reply automatically to email on completion of case? It needs to be a reply to the original email and i dont want customer to get an email that first there case is created and then its lists case details etc that the case is closed,

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RE: Replying to email actvity

HI davidhen1,

Go Power Automate(https://us.flow.microsoft.com/en-us/ ) to create an automatic flow.

When case status update as trigger:

1.Create new email message.

The most import that reply original email is one field ‘Parent Activity ID’, which is OOB field and stores id of the original email id, so you need fill it in the flow.

2.The last part of this process is to actually send the email. This is done using a the "Send Email" bound action that is part of the "CDS (current environment)" connector. Below is an example of this action.

You can refer following link to know more details to do it.

https://www.crmsoftwareblog.com/2020/01/send-dynamics-365-emails-from-power-automate/

Or you can try to use the ‘Reply to emal(V3)’ action of the flow to test, but I an mot sure it can work.

Regards,

Leah Ju

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