Send emails through dynamics

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when it comes to create a case through an incoming email and it get saved in dynamics customer service, how come can we reply to that mail so the answers gets tracked in the timeline of the customer as well

is there a way we could answer customers email through dynamics customer service or we will just have to answer through our email server and then copy paste it into the timeline

how does this process work in a effectively way so we can have all customer info in timeline within the case?

thanks and regards

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Answers (1)

Adnan Jalees 455 User Group Leader on at

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RE: Send emails through dynamics

Hi Javitm,

Thanks for the appreciation. Glad to hear about the resolution.

Thanks,

Adnan
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RE: Send emails through dynamics

Hi Adnan,

yeah, i just noticed the email i sent still in pending send status,

thanks for you clarification, i appreciate it.

Best regards
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Adnan Jalees 455 User Group Leader on at

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RE: Send emails through dynamics

Hello Javitm,

Could you please check the status of the email record.

if Status Reason shows "Pending Send" then you'd require to make sure mailbox is active for the CRM. You can check follow the steps as mentioned below.

You'd require System Administrator access to activate mailbox.

*Click Settings Button (top right) & Click Advanced Settings

Navigate to Mail Configuration

Open Mailbox record. If it is not listed in the view then you can change the view form My Active Mailboxes to Active Mailboxes

Check & Verify if Test Run Status, Incoming Email Status & Outgoing Email Status fields show Success. If not then open the Mailbox record.

Verify Incoming Email, Outgoing Email & Appointment, Contact and Tasks fields are set to "Server-Side Synchronization or Email Router"

Click Approve Email button and then Click Test & Enable Mailbox. (system will generate mailbox connection email to the mailbox user)

As soon mailbox is active, system will start releasing emails from Dynamics App.

Hopefully, the issue will be resolved.

Let me know if you have any questions.

Thanks,
Adnan
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RE: Send emails through dynamics

Hi Lea juh,

i get your point and i tried to reply to customers email by clicking in the icon you showed and no email has been received but shows in the timeline.

do we need to configure something so the email can actually be sent?

thanks a lot for your help
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RE: Send emails through dynamics

Hi Partner,

Has the problem been solved? Any updates?

Please click Yes under "Did this answer your question?" to close this thread.

Thanks.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
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RE: Send emails through dynamics

Hi javitm10,

As you mentioned,” when it comes to create a case through an incoming email and it get saved in dynamics customer service”, what way you are using? Automatic record creation and update rule?

If so, the way can fill customer field of case with from field(sender) of email, and incoming email can show in the timeline of case in customer service app.

You can directly reply the email in timeline by clicking '' button, which will open email form, then you can fill information and click save and send button.

Navigate to customer form, the reply email will show in timeline automatically.

In fact, if your replied emails are similar, the way can reply customer automatically by using email template.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
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Adnan Jalees 455 User Group Leader on at

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RE: Send emails through dynamics

Hello,

Are you using Office365 for your emails? if so then you can easily track your email conversations related to the case(s) in Customer Service App (regarding case or other) (Through Dynamics365 App for Outlook)

moreover if you're using any other email system then you can also send emails with Customer Service App. (outgoing email setup would be required in User/Queue CRM mailbox with email server)

All the related conservations will be tagged within Customer Service App cases/or other entities (account, contact etc.) timeline.

Please let me know if you have any questions.

Sincerely,

Adnan