Change from adress when sending email.

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Posted on by Community Member Microsoft Employee

Hello,

I am hopeful I can get some help from you guys here. My organization has a setup where we have a support adress where the customers sends questions to and they end up in queue. We then cretate it into a case. We then have our own personal email adresses but everytime we reply a customer from the case we would like that the from user in the email form is automatically set to Customer Service. Now it is automatically set to our own personal user so we need to change from user in every email we write. Is this possibly to set up without to much scripts? And if script is the only solution, where do I place this?

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AAGustavo 25 on at

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RE: Change from adress when sending email.

Hello Everyone,

I am trying to change the sender email depending on the Contact,

For instance, if contact Equal @contoso.com send email from sales@test.com

if contact equals @dynamite.com send email from marketing@test.com

is it possible?
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PS 23,577 on at

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RE: Change from adress when sending email.

Hi Tornberg

I see that your query has been resolved. Following the method in the response below will have 'sender' as customer service in all your emails. Even if you are drafting an email internally over CRM. The verified answer is one of the way to do it but will impact all your emails. i would recommend the following way of doing it:

Go to settings>>Processes>>new process>>1.check condition (If Email- Regarding case-case ID-contains data)>>2. Update record -Email: From {Customer Service user} or any dynamic value you want>>Activate your process.

This will will only change from of emails having created from a case or have regarding as case. This is a better practice.

Limitation: This process will work when you save your email before sending.

@Yadnyesh: I am not criticising your solution, its just that it is not effective, as in it will impact all emails in the system, which is not required.
Community Member Microsoft Employee on at

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RE: Change from adress when sending email.

Thanks!!
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Yadnyesh Kuvalekar 4,102 on at

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RE: Change from adress when sending email.

Hi,

Please find below steps:

1. Go to settings > Processes

2 Click new, and set options as per screenshot below:

3. Click OK. Open the process you created above.

4. At bottom, click on Add Step > Update Record.

5. Click on Set Properties and set from address.

6. Click save and close.

7. Save the record and activate the workflow.

That's it.

Kindly tick verify answer if this resolved your issue.
Community Member Microsoft Employee on at

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RE: Change from adress when sending email.

Thanks for the reply! Im sorry but I not sure if I follow. I assume this happens under settings, do you have screenshot of where to go? Thx!
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Yadnyesh Kuvalekar 4,102 on at

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RE: Change from adress when sending email.

If you want it to be populated on form load, then script is the only option and you will have to write the script on form load event of Email entity's form.
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Yadnyesh Kuvalekar 4,102 on at

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RE: Change from adress when sending email.

Hi Mr. Tornberg,

It is possible without code as well. You will need to create a real time workflow on Email entity on creation of record.

In the workflow definition, update the email record and set from address to whatever you need.

As this is synchronous (real time), it will set from address before sending email.

Note: On form load, you will still see current user until you save the record.

Kindly tick verify answer if this resolves your query.