web
You’re offline. This is a read only version of the page.
close
Skip to main content

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / When sending a email f...
Customer experience | Sales, Customer Insights,...
Answered

When sending a email from Cases I want the "To" field on the email to be the Contact field or a custom "Lead" lookup field instead of customer

(0) ShareShare
ReportReport
Posted on by MikeC282 2,179

Hi all,

I've been trying to find a solution for this online but to no avail.

I've created a custom lookup field on cases pointing to Leads and what I wanted to do was when someone creates a email from the Case timeline, that it defaults the "To" field to the "Lead" field as opposed to the Customer field. The reason is that I want the customer field to store the Account.

Is there anyway to do this?

Kind regards,

Mike

  • Verified answer
    Rawish Kumar Profile Picture
    Rawish Kumar 13,758 on at

    Hi Mike,

    Its by design and i'm afraid there is no out of the way to achieve it.  and if there is any, you may not want it because on email the to field should be customer id.

    what you should do is. on Onload of the email page, you will have "case" record set. Take the id of the record and retrieve the lead and set it on the "to" field.

    couple of examples how to do that:

    you can use rest builder to generate the script :github.com/.../releases

    passion4dynamics.com/.../

  • Community Member Profile Picture
    Community Member on at

    Hey Mike,

    We are into Dynamics 365 CRM Development. I hope the below links can help you overcome this problem. Please have a look. Also, you can email us your specific requirement at info@solzit.com

    www.solzit.com/.../

    www.solzit.com/.../

  • Suggested answer
    gupta.ambar2009@gmail.com Profile Picture
    gupta.ambar2009@gma... 797 on at

    OOB not possible...

    write custom logic ..

  • Verified answer
    Seenivasan M Profile Picture
    Seenivasan M 307 on at

    Hi,

    Yes. You can update custom field value (contact or Lead Lookup field) to Email "To" by using JavaScript.

    Please follow below steps,

    Entity: Email

    Event: On load

    1. Get the Email record “Regarding Object” field value (must be case record (id). Since, you are trying to send email from case)

    2. Retrieve your custom lookup field value from case record by using this case record id(regarding object, JavaScript- GET method)

    3. Update the email “TO” with your retrieved custom file value(contact/lead lookup field)

    Please mark my answer as verified if this solution meet your requirement/resolve your issue.

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Season of Sharing Community Challenge Winners!

Congratulations to our community stars!

Women in Power Builds Momentum

Expanding mentorship, skilling, and AI innovation

Congratulations to the August Top 10 Community Leaders

These are the community rock stars!

Leaderboard > Customer experience | Sales, Customer Insights, CRM

#1
Daniyal Khaleel Profile Picture

Daniyal Khaleel 87 Most Valuable Professional

#2
11manish Profile Picture

11manish 67 Super User 2026 Season 2

#3
Travis South Profile Picture

Travis South 35

Last 30 days Overall leaderboard

Featured topics

Hide selecting Contact for potential customer when creating quote

Product updates

Dynamics 365 release plans