Changing sender address when replying to an email in CRM

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Posted on by DanyaMS

Hi there

I've tried to investigate this but I haven't been able to find any answers- hoping someone can give me some insight.

An email enters a call centre queue. When an agent responds to the email, the sender address is automatically populated with the user's email address. Is there any way to change this so that the sender address is populated with a different generic email address or the mailbox associated with the queue? The issue is that when agents respond, customers are now able to see the personal address of the agent and therefore, going forward, any new issues that customer may have will be directed straight to the specific user.

Anyone have an answer for this?

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Tushar2016CRM 1,130 on at

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HI ,

Please check if below link might help :

community.dynamics.com/.../115555

technet.microsoft.com/.../hh699786.aspx

This can be handled from the Email router settings .

Thanks !

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DanyaMS 20 on at

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Thanks tushar- I've read up on the links you provided. However- they seem to focus on the initial send of a mail from crm and not specifically replying to an email?

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Saroj Das 3,355 on at

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You have to write a Pre-Send Email plugin to update the email entity. And if you want to set a Queue for your from address field, then you can try something like below.

Entity fromParty = new Entity("activityparty");

fromParty["partyid"] = new EntityReference("queue", New Guid("yourqueueGuid") );

Entity replyEmail = new Entity("email");

replyEmail["from"] = new Entity[] { fromParty };

service.Update(replyEmail);

Thanks,

Saroj

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Community Member on at

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Hi!

Did you have any success in this? I would also like to be able to automatically change the sender of a mail to the original que that the case was created from. All of my searching has resulted in that I need to create some kind of code, but I dont know how this should be done? We are using Dynamics CRM Online in the latest version.

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