Hi Dynamics Community!
We have some custom workflows that attempts to fix various out of box functionality with in Dynamics.
Currently if one of our support agents emails out (new email), it inserts the signature and once sent the workflow will change the outbound email address to support@example.com
If instead they reply to an existing email, the signature will not automatically populate. It has to be manually inserted and moved from the bottom of the thread to the top.
The workflow is based on all of the support agent's primary email address (within dynamics) being invalidsupport@example.com the workflow detects this and changes it.
Prior to this workflow being in place there was an issue with outbound emails with the agents where support@example.com would resolve all internal emails to our customers. e.g. the reply email body would contain support@example.com, jim@example.com, fred@example.com and so on. It doesn't look pretty when there are 30+ support agent's emails populating in each reply.
We have workaround after workaround in place, looking for something clean.
Ideal solution:
- If an agent replies/new email, their own signature automatically populates.
- It gets sent from support@example.com email address
- The signature is inserted at the bottom of the new email or reply (and not the whole thread)
- It doesn’t include any other support agent email address. But honours any CC/BCC manually entered.
Does anyone have any insights on how we could achieve the above? Even if it means starting from scratch on our workflows and other changes.
Thanks,
Peter
