Skip to main content

Notifications

Customer experience | Sales, Customer Insights,...
Suggested answer

Change default 'From' field when emailing from a Case Timeline

Posted on by 88
Currently, when I access a Case and try to send an email from the timeline 'From' field defaults to a user called 'Info' and not my primary email, I can change it manually to my email address but I was wondering if there was a way to change this so when I select Email from within the case Timeline it defaults to my primary email?
  • Suggested answer
    Girish Uppal Profile Picture
    Girish Uppal 16 on at
    Change default 'From' field when emailing from a Case Timeline
    Hello Matty,
     
    You can change the From field to whatever you want, provided you set something correctly.
     
    #1 - You can change the from field population by using JavaScript attached to an event handler (to either your email address or something else)
    #2 - You can change the From field to some email address (different than yours as well), provided the email address has been configured to used as "Send on behalf" in the Personalisation settings of that particular user
     
     
    Regards,
    Girish Uppal
     
     
  • Suggested answer
    Richard Magee Profile Picture
    Richard Magee 66 on at
    Change default 'From' field when emailing from a Case Timeline
    In Dynamics CRM, click the settings (gear) icon in the upper right and choose Personalization settings.  Click the Email tab.   Click "View your mailbox" link at the bottom of the pane.  That will open your mailbox settings.  Does your name appear properly in the Mailbox Information section?  Or does it say info?   Is your email address correct?   If you are the D365 admin, you can make adjustments to your mailbox as necessary.

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

December Spotlight Star - Muhammad Affan

Congratulations to a top community star!

Community AMA December 12th

Join us as we continue to demystify the Dynamics 365 Contact Center

New! Quick response templatesâš¡

Save time with the new custom templates!

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 291,228 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 230,056 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans