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Dynamics 365 Community / Forums / Customer Service forum / Received E-mails using...
Customer Service forum

Received E-mails using Unified Interface

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Posted on by Brackee 245

Hello,

When receiving emails in a queue i have experienced an error with the To and From field. 

If the sender is currently a Lead (not a contact) the from field is not linked to the lead, its greyed out and not linkable. In addition the activity is not showing up in the Timeline of the lead. 

2451.0245.Capture.PNG

This is also the case for the TO field which is now the receiving queue, its greyed out and not clickable.

However, in the Web interface everything is working, the email showing up in the timeline and the links are clickable.

2260.4503.Capture2.PNG

I have not found any post or articles addressing these cases, and was wondering if there are anyone else having experienced this, or that might have any workarounds to the problem? 

Categories:
Customer Service
Email
I have the same question (0)
  • MihirShah Profile Picture
    MihirShah 4,036 on at

    This may be because the Lead entity is not in the Unified Interface App for Customer Service ?

    Can you check.

  • Brackee Profile Picture
    Brackee 245 on at

    I do believe this might be the case. I hope we get to update our version to the latest 9.0.2 soon, so i can test, as the Unified Interface app for sales should be available with that version.

  • Brackee Profile Picture
    Brackee 245 on at

    I now got to test the 9.0.2 version, and I am afraid to say that the problem still occurs in this version.

    In addition its not possible to click on the convert to button to convert an e-mail to a lead.

  • Suggested answer
    MihirShah Profile Picture
    MihirShah 4,036 on at

    You may want to go over the "read me" link below. It does list out many "known" issues with the unified interface.

    I found some of the issues you mentioned above - like the from / to on an email not resolving, issue with convert to case may have some relation to the known issues in v9.0+

    docs.microsoft.com/.../readme-9

    Hope this helps.

  • Brackee Profile Picture
    Brackee 245 on at

    They do mention

    "Unable to resolve the email address of a contact for received email." in the bug list you mention, but not leads, or queues.

    And as far as i can see for both leads and queues is that they get resolved, its just the link that is broken.

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