Record Creation Rule to Send Auto Reply to a Default Email Address

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Posted on by jliang55

Hi Community,

I am new to the Unified Interface version of Customer Service Hub.

When a case is created from an email, by default I can add a step to send an auto reply to the customer/contact who sends in the email. https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-update-records

I wonder if it's possible to modify this step so the auto reply will not only get sent to the customer/contact but also sent to a specified service mailbox for tracking purpose?

Thank you,

Jimmy

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venkatsr User Group Leader on at

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RE: Record Creation Rule to Send Auto Reply to a Default Email Address

Use Flows to achieve this as an another step, by default you cannot reply to multiple emails or service accounts.
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LeoAlt 16,331 Moderator on at

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RE: Record Creation Rule to Send Auto Reply to a Default Email Address

Hi partner,

That because default workflow/flow dose not contains this function to reply email, but it is not restricted from editing, my steps in my answer is adding the new step in the default flow.

For example you created a rule to create case automatically, then there will be a flow/workflow created automatically by system, but you could also edit this flow/workflow to add other steps for your requirement.

Regards,

Leo
jliang55 55 on at

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RE: Record Creation Rule to Send Auto Reply to a Default Email Address

Hi Leo,

Thank you for the hint.

I was thinking this would be as easy as adding an additional recipient to that default workflow/flow where the system sends the auto reply to the customer/contact by default, but I was just lost in finding where to access that workflow/flow.

But your idea seems a little bit different - you are suggesting to add an additional NEW step to send another auto reply email instead of modifying the default auto reply. Is that because the default workflow/flow is protected so it is restricted from editing?

Thank you,

Jimmy
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LeoAlt 16,331 Moderator on at

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RE: Record Creation Rule to Send Auto Reply to a Default Email Address

Hi Partner,

Yes, it is possible. Actually the auto creation rule is using Power Automate to do actions automatically, and you could add custom steps in the Power Automate to send emails to other special email box.

For example I created a rule to create opportunity automatically when receiving new phone calls, and here is the Power Automate steps generated.

And we can see that we could also add other steps in the list.

Best Regards,

Leo