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Show contact email address in email thread when forwarding email

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Posted on by chrisambro123

Hi Community

In my organisation (a large customer service organisation) we have an issue when forwarding emails. The scenario is this:

- A Contact sends an email

- We want to forward this email. When doing so, only the Name of the Contact (who originally sent the email) is visible in the email thread (see attached image)

- We would really like the email address of the Contact to be visible instead.

Inputs will be highly appreciated :-)

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CRMJetty 3,508 on at

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RE: Show contact email address in email thread when forwarding email

Hello Chrisambro123,

You can refer this article

https://community.dynamics.com/365/customerservice/f/dynamics-365-for-customer-service-forum/391232/missing-email-address-for-resolved-recipients

I hope it helps,

Thanks.

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Filfr4644 50 on at

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RE: Show contact email address in email thread when forwarding email

Hi,

We experience the same issue.

We are running version Dynamics 2104 (9.1.6.3)

This behavior changed after our upgrade from 9.x to 9.1.6.3.

Last week I had a look in a Online-organisation, the emailaddress shows up as expected there.

Expected behavior

Actual behavior in version 2104 (9.1.6.3)

Sender name shows up, sender email is missing.

Is this a bug in version 9.1.6.3?
Community Member on at

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RE: Show contact email address in email thread when forwarding email

Hi Partner,

Has the problem been solved? Any updates?

Please click Yes under "Did this answer your question?" to close this thread.

Thanks.

Regards,

Leah Ju

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Community Member on at

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RE: Show contact email address in email thread when forwarding email

Hi chrisambro123,

Unfortunately, there are no any OOB settings to add original sender email address into email body content (description field).

However, you can create a flow to get original email sender address in forward email, then you can create new field in email to store the address.

Here are steps.

1.Create new field and add it to the email form.

2.Go Power Automate(https://us.flow.microsoft.com/en-us/ ) to create an automated flow.

3.Set trigger.

4.Set condition.

As in my last answer, the forwarded emails will automatically populate the ‘Parent Activity Id’ field.

5.Get record under ‘Yes’ branch.

6.Update a record.

7.Save the flow.

8.Test.

I forward one email (test 2/24), the original sender email address field is null and Parent Activity Id is test 2/24.

Now, the original sender email address can be filled automatically after clicking save button.

Then you can copy original sender email address field value to description field to send the email.

Regards,

Leah Ju

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chrisambro123 22 on at

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RE: Show contact email address in email thread when forwarding email

Hi Leah

thank you for the reply :-)

Our problem is that we forward emails to people outside of Dynamics. So they will not have the possibility to see the forms nor to click on records.
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RE: Show contact email address in email thread when forwarding email

Hi chrisambro123,

The forward email show sender name not email address in D365, which is by-design.

In fact, ‘from’ field just show name not email address in original email form, you need click it to navigate to contact form to view email address.

But you can add one field named ‘Parent Activity Id’ to the form, it will show original email and you can click it to move to original email form.

Go Settings > Customizations > Customize the System > Entities > Email > Forms to add the field.

Save and publish it.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.