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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Connect Queue to an ex...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Connect Queue to an existing email address with a lot of emails

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Posted on by Sunilkumar 96
 
I have an existing email with a lot of old emails. I want to connect this emailaddress (shared inbox) to Dynamics to start receiving email to CRM (and also configure ARC-rules). 
 
What will happen with all emails in this shared inbox? Will CRM start receive queue items from the day I configure the Queue or will I get OLD emails from the inbox?
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  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Hi PaalA,
    The email should be tracked as email activity records in Dynamics 365, then the activity record can be related to one queue item of one queue.
    When you connect this email address to Dynamics queue:
    --One mailbox will be created automatically, you should configure it.
    You will notice the 'Server Profile':
    Open it, set 'Process Emails from' property:
    --Specify the date and time from which you want the new email server profile to process emails.
    I hope you can mark my answer verified if it answer your question! If you have any questions, please feel free to contact me.
    Regards,
    Leah

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