Approving incoming Email

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Posted on by Stereo Mike

Hi there

Platform: MS Dynamics Customer Service
Email: Exchange Online (365)

I've just configured my first MD Customer Service portal with still much to learn. I can now successfully receive email request for support which create a case ready to go. However, and I'm not sure what step I missed. The system accepts any messages sent to the nominated email address and creates a case. The case number is then retuned in auto reply.

There is meant to be an approval process, which is where I am getting lost. What I would ideally like to do is create list of approved domains where:

Any email address ending in the approved domain is accepted
Any message from a non - approved email is sent an auto reply to that affect. This would be a once only reply
Approve any email address before the case is created

I appreciate I may be asking a bit much here... :)

Categories:

Queues and Routing

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Johnny Gong 6,482 Moderator on at

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Hi Stereo,

I recommend to create workflow activity in Customer Service with condition to check email entity's address whether it contains requested domain name.

Your condition could distinguish sender's mail address and make the following operation according to your request like case creation or mail sending.

Afterwards , cases would be auto synced to CS Portal for validation.

Regards

Johnny

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