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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Pending Sent e-mail wi...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Pending Sent e-mail with Azure attachment in e-mail body

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Posted on by Claudia96 5

Hello,

We have an issue when replying to customer e-mails including an attachment in the body of the mail: when trying to reply a customer's who included an attachment in the body of the mail, the replying e-mail goes into the “Pending sent” status, because Dynamics automatically includes the customer’s attachment in the answering e-mail (NB: this does not happen with “classic attachments” but only with attachments inside the e-mail body).

We understood that the issue is linked with the fact that attachments are stored in Azure database, because when all custom scripts are switched off, and Dynamics internal db is used, the issue disappears. 

Is there a way to avoid this behavior of Dynamics but still using Azure, so that the system is not going to directly include the customer's attachment in the reply mail?

Thanks

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  • Suggested answer
    lkoplin Profile Picture
    lkoplin Microsoft Employee on at

    Hello,

    There is no automated process through Dynamics 365 to not include attachments on a reply email.  Since your attachments are being stored in Azure, can you delete the attachments that are stored in Dynamics 365?  If so, you could create a bulk delete job to remove the attachments so that when a user replies to an email, there are no attachments. 

    Otherwise you could create a customization using SDK that deletes attachments.

    ActivityMimeAttachment Entity Reference (Dynamics 365 Customer Engagement) | Microsoft Docs

    Let me know if I have misunderstood your ask or if there is anything further you need.

    Thanks and have a great day!

    Lance Koplin

  • Claudia96 Profile Picture
    Claudia96 5 on at

    Hello Lance,

    Thanks a lot for your answer.

    We already tried to use a customized script in order to delete the attachments but the issue is not solved. I think that the weirdest thing is that this issue happens only with in body attachments, thus the process right now is the following:

    1. The customer sends us an e-mail with a picture directly pasted in the body of the e-mail

    2. When one of our agent tries to reply to this e-mail in Dynamics, the picture that originally was in the customer's email is somehow automatically attached in the replying e-mail (this is weird because of course it is not the expected behaviour)

    3. If the agent does not realize that there is this attachment and try to send the replying e-mail, this one goes into the "pending sent" status.

    Let me know if this is clear and if you can advise a way to solve this.

    Thanks and have a lovely day!

    Claudia

  • lkoplin Profile Picture
    lkoplin Microsoft Employee on at

    Hello Claudia,

    We don't have any out of the box way to remove an attachment when replying to an email.  This would require a customization on your end to accomplish this task.

    Thanks and have a great day!

    Lance Koplin

    Microsoft Dynamics 365 Support

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