To send & receive emails via the D365 CRM (the application), we created a user using a service account. The service account user uses the shared outlook email of the department (which owns the application) as the email address used to send/receive emails into the application. The purpose of this question is because we have a requirement that involves the auto-ingestion of emails using the same service account emails but for 3 different scenarios.
Specifically, we have several queues created in the application but 3 of the queues are related to auto-ingestion and are as defined below:
a. Response Queues: These are incoming emails in response to outgoing emails sent from the Application. E.g. If an email was sent from the Application using the service account via the email entity to a customer (whose email = 123@gmail.com), when the customer responds, it is ingested into this Queue. The settings is as seen in the attached screen shot. The system uses the tracking ID associated with the email sent from the application to ingest the response email and associate it with the appropriate record. Such emails are displayed in this Queue.
b. New Intake Queue: These are emails (request) sent by several customers to the department's shared outlook email and is received via the outlook applications. i.e. These are not the same as #1. We expect that such emails are stored in this queue.
c. Invoice Queues: These emails sent specifically from an application whose email addresses is = ert@jg.com to the department's shared outlook email and received via the outlook email. We expect specifically emails from ert@jg.com to be stored in this queue.
The Ask is:
1. Is it possible for us to auto-Ingest Emails and auto-distribute/route these emails to the respective queues stated above?
2. After the emails are auto-ingested and stored in the respective Queues by the system, we want the user to use the 'Convert To' functionality, to manually convert the email to either an Intake entity or Invoice entity's record.
Is it possible to achieve the Ask above & How can this be achieved please?
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