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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / BCC Emails not coming ...
Customer experience | Sales, Customer Insights,...
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BCC Emails not coming into Queue

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Posted on by nvrhughes 317
Hello,
 
When our OSC teams or users are BCC'd on emails the email does not come into the queue. 
 
The email comes into Dynamics, but does not populate the queue. It is a must for these emails to display in the queue for our teams. 
 
We found some documentation that had us change some user settings, but nothing has worked. 
 
Is this a know issue and is there a work around? 
 
Thank you! 

 
I have the same question (0)
  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Hi Partner,
    In the workflow, you can create 'queue item' record for the email, and associate it with specific queue.
     

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