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How can I get a Notification if a customer replies on an email I sent him?

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Posted on by Community Member Microsoft Employee

Since we have multiple people working for the same products, Every time I send an email regarding to a case I should get a notification somewhere in dynamics if the customer replied to my message.

Do you guys know how I can build something like this? I am pretty new to ms dynamics.

Thank you for your help and support.

Dominic

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ShannonCRM 500 on at

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How can I get a Notification if a customer replies on an email I sent him?

Of course! We call this our "Notify On Reply" logic.

Set up a workflow that fires on Create of an Email record. If the Regarding (Case) field contains data, send an email to that person letting them know that there is a new email on their case.

We check first to make sure that the case is owned by an individual (not a team), and that individual has an email address. Something like Case.OwningUser.Email Contains Data.

We also set the status to "Updated".

Pitfalls can occur if your older cases are owned by someone who no longer works there, and a customer repleis to a very old closed case, and it tries to email someone who has left and there's a bounceback. Can result in an infinite loop.

So I recommend checking that the owning user of the case is still an active user as well!
GC-29041623-0 6 on at

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How can I get a Notification if a customer replies on an email I sent him?

We have a workflow in place that anytime an email is received into CRM and attached to a case, we update the case so it goes to an Updated status. We then have views on our Agents dashboard that show cases on hold and active cases. The process that is in place is that an agent will reply to a case and the place the case on hold. It will show up in their on hold cases view. When a reply is received for that case, the workflow will run and the case will move from the on hold view to the active view.

Obviously, there is some process around this that has to be followed for it to work, but it is a relatively simple solution to the problem if the agents are willing to follow the process.
Zap Objects 913 on at

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How can I get a Notification if a customer replies on an email I sent him?

Hi,

We have Zap Helpdesk - Email to Case solution which has a multiple built-in approaches to notify the Case Owner / Case Team / Case Followers whenever a Case receives a response from the customer.
Approach 1: Notify via email or in-app when new response is received from customer
Approach 2: "Recent Case Updates Panel" will show all recent responses received for the cases

For details, refer blog: Do you have visibility of Case Updates (email received / sent, status changed, priority updated, portal comment added,…) when using Dynamics 365 for Customer Service? (link)

Also refer blog: How to design a Customer Support process when using Zap Helpdesk App for Dynamics 365 for Customer Service? (link)
VJ VJ 7 on at

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How can I get a Notification if a customer replies on an email I sent him?

HI All,

Just wondering if we had a workaround for this topic?

We started using Case Management in the Customer Service Hub and I still cant get my head around how to monitor replies from my customers related to a case.

I know if i have case tracking enabled, every email(Outlook) replied with the same case subject would be tracked back to the case in D365.

However, how do i monitor them directly from Customer Service Hub?

The other one i had was lets say a case has been assigned to one of my team members, and he has now gone on leave and we did not change the case ownership. The customer replies to a question that was asked where he receives the reply in his Outlook, how does the rest of the team track this?

Thanks Everyone.

VJ
Community Member Microsoft Employee on at

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RE: How can I get a Notification if a customer replies on an email I sent him?

I also want to know how I get notifications if a customer replies to an email I sent him. I am working as an essay writer in a master thesis writing service here I mail assignments to students and when they reply to me I didn't get any notification. So I was looking for some tips regarding email notification. I hope I find them soon.
walidd 10 on at

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RE: How can I get a Notification if a customer replies on an email I sent him?

If you want to see the customer reply emails directly in D365, you need to configure the mailbox for your receive email address in D365.

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LeoAlt 16,331 on at

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RE: How can I get a Notification if a customer replies on an email I sent him?

Hi Partner,

If you want to see the customer reply emails directly in D365, you need to configure the mailbox for your receive email address in D365.

For example, you are administrator of your D365 and you use this role to send&receive emails, you should go to Advanced Settings->Email Configuration->Mail box

Open the "Mod" mailbox, and set the properties like below.

Then "Approve Email" -> "Apply Default Email Settings" -> "Test and Enable Mailbox".

When all the status become "success", your mailbox will be synced to Outlook client.

After the configuration, you will be able to track the email from outlook to D365.

Email in Outlook.

Email in D365.

But this tracking need us to manually track the email by select category to "Dynamics 365" for each email in outlook.

So we need to do something to let the outlook track the email to D365 automatically.

We need to create a folder in outlook first, like "Admin".

And then in D365 go to Personal Settings-> Email.

Select the folder you created in Outlook, and keep blank in "Regarding Record in Dynamics 365".

Then all the emails received in your new folder will be tracked to D365 automatically, which means you will be able to see all emails from outlook.

Best Regards,

Leo
Community Member Microsoft Employee on at

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RE: How can I get a Notification if a customer replies on an email I sent him?

Hello Leo,

Thank you for your quick reply. How would I see in dynamics then if a customer replied to an email of a case? If I have 100 open cases and 3 customers write me back how can I see the replies?

Best regards,

Dominic
LeoAlt 16,331 on at

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RE: How can I get a Notification if a customer replies on an email I sent him?

Hi Partner,

You could add your D365 email (username@orgUrl.onmicrosoft.com) into outlook client so that when the user replied to you, you will get the notification by outlook at the same time.

And now there is no such function in D365 even by custom development, you could also raise an idea to Microsoft about this requirement.

Regards,

Leo