Setting Recipient and Regarding Field When Replying to an E-mail in Dynamics 365 CRM

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Posted on by Barış Kuzu

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I am working with Dynamics 365 CRM and need some assistance with handling e-mails in the interactive experience form. Specifically, I am trying to reply to an e-mail directly from the timeline.

Here’s what I have achieved so far:

I can modify the sender’s address to a default e-mail using JavaScript. Our own system sends the initial e-mail, so the sender is our own domain. When replying, the e-mail address defaults to this. I have a workflow that parses the e-mail and creates the contact and case according to customer values.

However, I am encountering two issues:

Recipient Address: I want to automatically set the recipient to the Case’s customer e-mail address when replying. Currently, I have to set this manually. Regarding Field: The ‘Regarding’ field is empty when replying, and I need it to be automatically set to the related case.

I'm not sure how to proceed as I'm not experienced.

Here's my default e-mail JS:

function setSender(executionContext, entityType, name, ID){
    var formContext = executionContext.getFormContext()
    // Set the "From" field
    var lookup = new Array();
    lookup[0] = new Object();
    lookup[0].id = ID; 
    lookup[0].name = name; 
    lookup[0].entityType = entityType;
    formContext.getAttribute("from").setValue(lookup);
    console.log("Default e-mail is set");
}

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Cui Hao Microsoft Employee on at

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Hi,

I created a Case, set Customer as a user, and then sent him an email in the timeline, and found that the /Regarding/ field, as well as the email address, were already populated.

Then after the user replied to the email, I replied to that user's email directly in the timeline again and found that the To and /Regarding/ fields were also already populated.
So following the correct process, the /Regarding/ fields and the recipients are auto-populated.

I'm not sure which steps you're having trouble with, if it's easier, could you provide a full screenshot for me to see?

Best regards,
Cui Hao
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Barış Kuzu 227 on at

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I was able to solve it with this script

function onReplyButtonClick(executionContext) { var formContext = executionContext.getFormContext(); var regardingObject = formContext.getAttribute("regardingobjectid").getValue(); if (regardingObject && regardingObject[0].entityType === "incident") { var caseID = regardingObject[0].id; Xrm.WebApi.retrieveRecord("incident", caseID, "?$select=_customerid_value,incidentid").then( function(result) { console.log('result',result) var customerID = result._customerid_value; var customerEntityType = result['_customerid_value@Microsoft.Dynamics.CRM.lookuplogicalname']; ; var customerName = result['_customerid_value@OData.Community.Display.V1.FormattedValue']; var toLookup = []; toLookup[0] = { id: customerID, name: customerName, entityType: customerEntityType }; formContext.getAttribute("to").setValue(toLookup); console.log("Recipient is set to case's customer email"); var regardingLookup = []; regardingLookup[0] = { id: caseID, name: result._regardingobjectid_value_formatted, entityType: "incident" }; formContext.getAttribute("regardingobjectid").setValue(regardingLookup); console.log("Regarding field is set to related case"); }, function(error) { } ); } else { console.log("The regarding field is not set to a case entity."); } }