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Customer experience | Sales, Customer Insights,...
Suggested answer

Auto respond email when a queue email converted into a Case

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Posted on by 4,090

I have amultiple queues each of which has assoicated email. all queues received emails and user convert email into a case.

Just one of these queue I want to send email to the sender after a a case created.

How do I acheieve this.

Thank you 

  • Suggested answer
    Sayen Zhang Profile Picture
    Sayen Zhang on at
    RE: Auto respond email when a queue email converted into a Case

    Hi Alaa,

    When a case record created, the original sender in the case level will become a customer.

    So, we can add a dynamics value in email of the process to send email to original sender.

    pastedimage1683776214373v1.png

    Hope it will help you.

    Best Regards,

    Sayen Zhang

  • Alaa Ramadan Profile Picture
    Alaa Ramadan 4,090 on at
    RE: Auto respond email when a queue email converted into a Case

    Thank you Sayen, appreciated!

    We do not want a new case to be auto create. user will validate the incoming email in the queue and then convert into a case if it's new issue otherwise it will regard the email into an existing case. I can create a process to send email once a case created, my issue is how to capture the original sender in the case level so the reply will go back to the sender.

  • Suggested answer
    Sayen Zhang Profile Picture
    Sayen Zhang on at
    RE: Auto respond email when a queue email converted into a Case

    Hi Alaa,

    Hope you are well.

    We can enable Automatically reply to email to send email to the sender after a case created.

    Here are the steps:

    1. Go to Customer Service admin center.

    2. Click Case settings > Automatic record creation and update rules.

    pastedimage1683535564580v2.png

    3. Select a rule that you want to send email to the sender after a case created.

    4. Enable Automatically reply to email and select email template.

    pastedimage1683535513907v1.png

    5. Save and activate.

    6. In a specific queue, the sender will receive an email after a case created.

    pastedimage1683539589642v1.png

    pastedimage1683539610689v2.png

    You can also refer to this link: https://www.youtube.com/watch?v=_BQ7yUiZGwo

    learn.microsoft.com/.../automatically-create-update-records

    Best Regards,

    Sayen Zhang

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