Service Queues - How to quickly identify replied emails

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Hi All,

I wondered if anyone has come across setting up the CRM Service Queue - so that emails that have been responded to, can easily be identified. At the moment, we are using routing, but some staff may forget and thus, quickly being able to identify (whether through an icon we don't have enabled OR a field we can put into the Views) will help us greatly.

Any advice appreciated.

Sha

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Rawish Kumar 13,758 on at

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Hi Sha,

there is a field on emails as parent activityid - you can use that field to put on the views.

this field basically will contain the email on which you have replied.

so if this field contains data - means someone has replied on this email.

mark my suggestion as verified if helpful.

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Community Member on at

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Hi Rawish,

Thanks firstly, for such a quick reply.

This is similar to what i wanted, but the ParentActivityID - shows the original email, rather the the fact that the email has been replied to. Just to clarify, if the email sitting in the Main Queue was a response from a customer to the first email, we then reply again - we want to somehow identify we have replied. So that the next person can ignore or move the email to another queue .e.g like sent items.

At the moment, as we cannot identify if an email has been replied to, without drilling down into the record, we may end up just replying again.

Hope that i have clarified a little more.

Thanks

Sha

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Rawish Kumar 13,758 on at

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Hi Sha,

Not completely correct, lets take example of below, i have created an initial email from CRM, replied on it from my outlook - the received email had the original email id - once i replied on that received email it had the current email id.

Sent email will have the id of the email on which you have replied. it will keep on changing as you progress through email communication.

the logic should be like.

1.)

direction = incoming

parentid = contains email

you have to reply to this email.

2.)

direction = outgoing

parentid = contains email

it means it has been replied.

3.)

direction = incoming

parent id = doesnt not contains emails

you have to work on it

4.)

direction = outbound

parentid = doesnt not contain email

its a fresh email.

let me know your thoughts!

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