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Atttachments disappear i email thread when email sent from Dynamics

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Posted on by Christine A

Hi 

We are a large organisation that uses the Customer Service module to send out emails. 

We experience the following issue: 

- A customer sends an email with email attachments. Let us name it File X

- We reply (File X disappear from the email. This is also standard behaviour in Outlook, gmail etc. so that seems fair) 

- The customer receives our reply. File X is no longer attached to the email. That means that in order to see File X, the customer has to find the email under "Sent Messages". This is not how it works in Outlook and Gmail, where it is possible to see attachments, that are sent previously, by looking in the email thread. 

I have done quite a lot of research on this to find tips/clues but I have not been able to. Does anyone have any idea why Dynamics 365 uses this logic when it comes to sending attachments back and forth in emails - and can anything be done? 

Thank you in advance. 

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  • Verified answer
    Dynamics365 Rocker Profile Picture
    Dynamics365 Rocker 7,755 on at
    RE: Atttachments disappear i email thread when email sent from Dynamics

    In outlook,Gmail: You are not able to see original attachment in replied email.

    What ever you see, It is because all emails with same subject get collapse.

    Conclusion: You can not get original attachment in replied email.

  • Verified answer
    LuHao Profile Picture
    LuHao 40,872 on at
    RE: Atttachments disappear i email thread when email sent from Dynamics

    Hi Christine,

    This is by design. This is also the case in Outlook.

    If you do not add an attachment when you send an email, the recipient will not receive the attachment. Whether it's the first time you send an email or reply to an email.

    So to have the recipient receive the attachment, please add an attachment when replying to the email. That is, when you reply to a customer's email, you have to add the attachment again so that the customer can receive the attachment with your reply .

    Why aren't attachments included when I reply to a message?

    When you reply to a message, attachments aren't included because you'd be sending the exact same attachment back to the person who sent it to you. There is no way to change this behavior. Once you click Reply or Reply All, you can attach a new version of the original file or any other file you'd like to include. If you need to send a message with its attachments to other individuals, use the Forward option.

    Please refer to this article:

    [View:https://support.office.com/en-ie/article/reply-to-or-forward-an-email-message-a843f8d3-01b0-48da-96f5-a71f70d0d7c8:320:50]

    So we have to manually add attachments when replying to emails.

    If my answer is helpful, please mark it as verified. This will help other users with the same theme.

    Hope this helps.

    Best Regards,

    Lu Hao

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