Service | Customer Service, Contact Center, Fie...

Send email from the Queue the email was sent to

(0) Share

Report

Posted on by EmmaCRMadmin

Hello,

When creating and sending an email from D365, the default functionality will populate the FROM sender as the user creating the email. In our organization we are working with around 20 different email adresses (queues) and need to send FROM a shared (the correct queue) email address. I have tried a workflow described on this link:

https://meganvwalker.com/automatically-send-emails-queue/?unapproved=47914&moderation-hash=06866e22eb5842f9ac99974350958ce8#comment-47914

And it works for one Queue, but we have 2 queues for each Business Unit. We need to send from the queue that the email was sent to, otherwise we can not keep track of everything if everyone is sending emails from their own adresses, and the customers will find it confusing and start sending emails to our private emails in the end. I can not figure out how I can build up this workflow.

Thank you in advance for your advice!

BR,
Emma

All responses (2)

Answers (0)

Sort by

Suggested answer

LeoAlt 16,341 Moderator on at

Like (0)

Report
Copy link

Link copied!

Hi partner,

May I ask a question first?

How do we know which queue should be set to the FROM when the email has been sent? What's the condition? What's the relationship between the email and queue?

If the condition is clear, we could add a condition step before we update the email FROM.

But you need to add 20 conditions which may be a complicated work :-(

So I think that you could do this by Power Automate(Flow).

I've spent a long time to test this and I could not set the value to FROM field, you could ask for more information in Power Automate Community about this.

In my case, I want to change the sender to the queue which contains the case in regarding field of email. So I created the following Flow but I can modified every field except FROM.

In short, using Power Automate should be a better way to do this.

Hope it helps.

Best Regards,

Leo
EmmaCRMadmin on at

Like (0)

Report
Copy link

Link copied!

Hello Leo,

"How do we know which queue should be set to the FROM when the email has been sent? What's the condition? What's the relationship between the email and queue? "

In some cases the condition is quite clear, the business Unit the User belongs to will have an own queue. But some Business Units have 2 queues for each Business Units, this is when it gets harder to know what the condition should be.

I was able to change "from" in my workflow but when i tried to change the "From" field manually I could only add users. Mabye this has something to do with it.

Thank you for the suggesion using Power Automate for this, I'll try it out!

BR,

Emma