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Dynamics 365 CommunityForums Customer experience | Sales, Customer Insights,... How To Also Filter 'Qu...

Customer experience | Sales, Customer Insights,...

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How To Also Filter 'Queues' In The 'From' Line Of Emails In Sales?

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Posted on by OverwatchMedia

How do I customize the search for the from line to include Queues and not just Users?

Our goal is to allow people in the Sales Hub to send emails from a shared mailbox. We have it tracking emails from the mailbox because we already created a queue. I have an admin with me with full system admin privileges and they cant see it either, neither can they just select the user mailbox related to the shared mailbox, so we are trying to see if sending from a queue will work for us. We also tried customizing the email form on the backend, but didn't see anywhere about expanding the Table options it that the From line queries from. Does anyone have knowledge on this?

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ManoVerse 816 Super User 2026 Season 1 on at

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This usually happens when a JavaScript function is added to the Email form to hide queues. Please check the form libraries and the OnLoad event , there’s likely a script controlling the your lookup behavior.
A simple script can hide specific entity types on a partylist lookup, for example:

function filterFromLookup(executionContext) {
var control = executionContext.getFormContext().getControl("from");
if (control) {
control.setEntityTypes(["systemuser"]);
}
}

As far as I know, this is the only supported way to control the entity types shown in the From lookup. Please verify whether your Email form has any custom JavaScript attached.

Regards,
Manoj
✅If this answer helped you, please consider marking it as Verified, it really helps others in community

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