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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / How can i start a work...
Microsoft Dynamics CRM (Archived)

How can i start a workflow when i recieve a reply from a potential customer?

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Posted on by Reece Sayer 590

OK when creating a lead/account/opportunity i have set up workflows to create emails depending on the business type (custom entity), these emails can be sent fine and i have managed to create a followup email to send 1 week after. However, the problem is if i recieve a reply from the potential customer i want to either start a child workflow or end the current workflow.

Really frustrating me because i need this kind of functionality otherwise the CRM is just making more work.

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  • alf Profile Picture
    alf 17,915 on at
    Re: How can i start a workflow when i recieve a reply from a potential customer?

    Hi Reece,

    You may be able to do this.  When the client replies back, are the replies going to a queue or user?  And if user, are they tracking in crm ?  If they are tracking in crm, this creates a new email activity.  

    You can run a workflow on create of new email activities.  The catch is that you will need to check to see if it is a related contact, and probably some field such as 'first time replied back' and if not checked, then run your workflow.  Alternatively you could drive this from key words in the subject line, but still have sometype of check so if client replies back twice, your workflwos don't double up.

  • Reece Sayer Profile Picture
    Reece Sayer 590 on at
    Re: How can i start a workflow when i recieve a reply from a potential customer?

    Hi Alex,

    Thanks for the reply, when the client replies it goes straight to a user who is set up with crm for outlook and as you mention i have noticed that the replies are coming in but they are instantly closing (not sure if this is by default).

    I see what you mean about the catch. If i create a new entity - Replied - yes/no - if yes it will not generate another email, update the Replied entity and can cancel and if it is no i could create a child workflow to create another email and fire that off.

    What do you think about something like that? In theory it should work well :)

    Thanks,

    Reece

  • Jeremy Winchell Profile Picture
    Jeremy Winchell 1,165 on at
    Re: How can i start a workflow when i recieve a reply from a potential customer?

    You can write workflows based on incoming e-mail messages but you would have find an easy of knowing it was from your initial e-mail or the follow-up e-mail.  Whether it's checking for something specific in the subject line or on the Regarding record would be the way to do it.

    Once you can tie that e-mail back you can flip a flag on the Regarding object indicating that a response was received.  Then in the original workflow before it does anything else it can check that flag and if it's set it can just end gracefully.  You can use the OnChange on the flag attribute on the Regarding to then kick-off another child workflow.

  • Reece Sayer Profile Picture
    Reece Sayer 590 on at
    Re: How can i start a workflow when i recieve a reply from a potential customer?

    Hi Jeremy,

    I'm going to make an attribute (REPLY) to to say that a reply has been received and when and when the email direction = incoming & the regarding = Account (which is where i will be sending my messages's from) then it will change the Reply attribute. I could then start a workflow when this particular attribute changes? Obviously i'd need to check if it's been changed to a positive or negative value.

    Sorry i'm struggling to put this accross online.

    Does this sound right?

    Thanks

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