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How can I change the "Send from" email to default to queue shared mailbox for all users?

Posted on by 15

I tried to create a workflow and it did default the "Send from" email address to the queue shared mailbox email, however it broke the email configuration and emails stopped flowing in. Once I deleted the workflow, the shared mailboxes connected back up to Dynamics 365 again.

Help please? 

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  • Marissa M Profile Picture
    Marissa M 15 on at
    RE: How can I change the "Send from" email to default to queue shared mailbox for all users?

    Hi Sayen

    That's unfortunate to hear. Hopefully this is something that can be done in future, as it makes sense for support queues.

    Appreciate your help, thank you.

    Kind regards

    Marissa

  • Verified answer
    Sayen Zhang Profile Picture
    Sayen Zhang on at
    RE: How can I change the "Send from" email to default to queue shared mailbox for all users?

    Hi Marissa,

    I try to select shared mailbox in email's send to and cannot receive the email from queue. While I select other users in email's send to, I can receive the email.

    It seems that it is not available to select shared mailbox in email's send to and use workflow to change email's send from to the same shared mailbox unless we deactivate the flow and change email's send from manually.

    Best Regards,

    Sayen Zhang

  • Marissa M Profile Picture
    Marissa M 15 on at
    RE: How can I change the "Send from" email to default to queue shared mailbox for all users?

    Hi there

    The above solution changes the "Send from" to the queue which is great, but I tested sending an email back to the shared mailbox and the CRM has not received it. Same behaviour as before. Is it possible the configuration broke again?

    Cheers

    Marissa

  • Marissa M Profile Picture
    Marissa M 15 on at
    RE: How can I change the "Send from" email to default to queue shared mailbox for all users?

    Hello Sayen,

    This worked like magic! :)

    Thank you heaps!

    Cheers

    Marissa

  • Suggested answer
    Sayen Zhang Profile Picture
    Sayen Zhang on at
    RE: How can I change the "Send from" email to default to queue shared mailbox for all users?

    Hi Marissa,

    Hope you are well.

    Please try to uncheck "Start when: Before Record status changes". Here are the steps:

    1. Click "Start when: After Record is Created" in a workflow.

    2. When we create the record, email's send from not change and status is Draft.

    3. When we save the record that we created, email's send from will change to the queue shared mailbox email and status is still in Draftit also not breaks the email configuration.

    Best Regards,

    Sayen Zhang

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

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