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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Can't send Email f...
Customer experience | Sales, Customer Insights,...
Answered

Can't send Email from queue (shared Mailbox) in Email form in Sales

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Posted on by ChrisHH

We need to send Quotes and Invoices from an shared mailbox. 

Setup went fine, (Queue, Mailbox approval activation etc)

So, send mails from queue works fine in Customer Service and Field Service App but Sales App

Any idea why selecting queues isn't possible in User picker in Sales App. How can we fix this?

Send Mail from Customer Service:

Customer Service  

Customer Service2

And Sales

Sales

Sales2

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  • Verified answer
    Mohsin Ali Profile Picture
    Mohsin Ali 3,634 on at
    RE: Can't send Email from queue (shared Mailbox) in Email form in Sales

    Please make sure if you have added Queue and Queue items into your app from app designer.

    pastedimage1641008292792v2.png

    pastedimage1641008244864v1.png

  • Verified answer
    Community Member Profile Picture
    Community Member on at
    RE: Can't send Email from queue (shared Mailbox) in Email form in Sales

    Hi ChrisHH,

    As Mohsin said, you need add the entity--Queue to the Sales app through editing app designer:

    pastedimage1641172742173v1.png

    Add app components with Dynamics 365 Customer Engagement (on-premises) | Microsoft Docs 

    Note: Make sure that you have the System Administrator or System Customizer security role or equivalent permissions.

    Result:

    pastedimage1641173038276v2.png

    If you want to view queue entity records in sales app, you can add it to sitemap:

    pastedimage1641173203526v4.png

    pastedimage1641173194103v3.png

    Result:

    pastedimage1641173490136v5.png

  • ChrisHH Profile Picture
    ChrisHH on at
    RE: Can't send Email from queue (shared Mailbox) in Email form in Sales

    Wonderful. That worked. Thanks for your help.

    Christian

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