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How to handle queue items for an email conversation?

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Posted on by AS-17120854-0

Hello together,

we are currently testing the queues functionality in dynamics and came up with some questions on handling email items within a conversation.

We have a shared mailbox connected to a queue in dynamics and whenever an email is received, it is synced to the dynamics queue.

Picking the email (worked by is set) and replying to it works fine, but when we expect and receive a response of the customer to our inital response, a new queue item is created for the same conversation and the worked by is not set to the inital worked by automatically. See below example:

We received the email "Known Contact" which was picked by an user who replied to it. After the reply was sent, the queue item remained in the queue, as we expected another message from the customer. The second message from the customer was received (tracking token is set in the subject), but the worked by ist not set automatically. We expect that if a customer replies within a conversation and also delivers the tracking token, the worked by is set automatically to the same user as the initial email.

Also, why is the first message still in the queue, we would also expect that messages in the queue are stacked as a conversation for better overview. This can lead up to several messages and be confusing when there are several items for the same conversation.

Do you have any suggestion on how to handle that in an easy way or are there any OOB features? Is this a typical behavior? Or do we need to automate thing with Power Automate?

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jim.corriveau@chest... 63 on at

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How to handle queue items for an email conversation?

Aaron-Luis,

How will this solution scale? You and everyone using the queue are going to have hundreds if not thousands of emails all with their name in the Worked By. How will you know they are done working on the email? If they remove themselves from the Worked By, they will have to do it for every email in the thread and if another email comes in on that thread after they are removed what will happen?

You should take the next step and create a Case, "Email to Case", from the initial inbound email. Then assign the Case to the individual, then every email that comes in or goes out on that thread is tracked to the Case. Then you (or supervisors/managers) can manage User activity at the Case level and not at an individual email level.

Hope this helps,

Jim
Perry H 85 on at

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How to handle queue items for an email conversation?

Were you able to get this to work? I tried the method below, but the flow fails due to baseconversationindexhash - it flags a syntax error at position 121.

Syntax error at position 121 in '(_parentactivityid_value eq null) and baseconversationindexhash eq 0101DADED589BAF561D5DAE63343B8E8C4F3345CC491B207ED8000'."
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Community Member on at

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RE: How to handle queue items for an email conversation?

Hi Aaron-Luis,

You can use power automate to create a flow to update 'Work By' field with same user from your picked queue item automatically:

Step 1: Set trigger.

Trigger the flow when one Queue Item record within the title contains RE has been created.

Step 2: Add "Get a row by ID" action:

Get the id of the customer’s replied email related to the queue item.

Step 3: Add 'List rows' action:

The initial emails and replied emails are in a conversation, they have same baseconversationindexhash value and only initial email's Parent Activity Id is empty, so you can use them as filter to get the initial email record.

Step 4: Add 'List rows' action:

Get the Queue Item record you picked through the initial email id

Step 5: Add 'Update a row' action

Update the Worked By field with value from Step4.

Result:

The 'worked by' was set automatically to the same user as the picked queue item.