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Unable to reply to Case from within the Timeline.

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Posted on by JMaye2

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Smart People- I come to you with a question- wish I could bring you gifts instead :)

I can successfully create a case from an email AND have an auto-reply sent back to the original sender. If I want to respond via email to a case from within the Timeline with sending an email choosing the /+/ icon and selecting 'Email', how do I do that? Email is NOT received.

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JMaye2

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RudyZhang Microsoft Employee on at

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Hi,

Regarding your question about sending emails in Timeline that are not received by the recipient.

Here is the solution that our team has tested.
The first step is to make sure the sender of the email has permission to send emails.

Step 2, enable and check the sender's Mailbox, test Incoming status and outcoming status, make sure it shows Success, then approve the email.

According to Microsoft official documentation, if you do not approve this Mailbox, you will not be able to send and receive emails properly.

The link to the documentation is as follows.
https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/email-activity-entities?view=op-9-1#actions-on-an-email-activity

Step 3, now you can try to send the email again if your contact still cannot receive the email. Make sure that your recipient is a contact of record in your organization, otherwise you may need to turn on the following option

I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.

Best Regards,
Rudy Zhang

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