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Microsoft Dynamics CRM (Archived)

"Messaging" back and forth about a contact within Dynamics

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Posted on by Ben T 777

We are wanting to be able to message back and forth about contacts, and have a sort of "alert" in place for when one of our Dynamics users needs to check the contact (ideally because there is a pending message for them with regards to that contact). 

We thought of using the notes. One user could write a note, and then another use could respond, and so forth and the note history would be saved. The problem is there is no way for us to alert people when a contact has a "note" that needs responding to. 

We also want this to be simple and fast. Making tasks requires more clicks than what we'd like. One thing I thought of doing, was creating a contact view with an editable grid. Our users could easily updated a text field within the grid, and then change the look up field to the user they want to see the text. However, in this case the history of the back and forth about the contact isn't saved, so this isn't ideal either.

Are there any outside solutions that bring in the the functionality we're looking for? Or better yet, any out of the box ways to achieve this? 

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  • Verified answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 on at
    RE: "Messaging" back and forth about a contact within Dynamics

    Yes, If you follow the link  I shared in the first response, you will see the blog where the user has created a workflow to send email and passing the record dynamic url. Give it a try and if you face any issues, you can post it on the community to suggest further.

    Hope this helps.

  • Suggested answer
    Adrian Begovich Profile Picture
    Adrian Begovich 21,009 Super User 2024 Season 2 on at
    RE: "Messaging" back and forth about a contact within Dynamics

    Hi Ben T,

    Both of those things are possible. You can achieve this with a Workflow or Plugin.

    This article shows how to add a record hyperlink with text in Send Email via a workflow in Dynamics CRM.

  • Ben T Profile Picture
    Ben T 777 on at
    RE: "Messaging" back and forth about a contact within Dynamics

    Thanks...this sounds like it would be a good solution. I think emailing the user when the notes field is updated would be a reasonable solution. Ideally, we could include the "text" of the note and a link to the dynamics record in the email. Do you know if these latter two things are possible?

  • Suggested answer
    Adrian Begovich Profile Picture
    Adrian Begovich 21,009 Super User 2024 Season 2 on at
    RE: "Messaging" back and forth about a contact within Dynamics

    Hi Ben T,

    One option is to combine the above ideas by using Notes to store the discussion on the contact and then changing a field on the contact record so that the record appears in a view for the user displayed in a lookup field. You could also set it up so that the lookup user gets an email when an update occurs on fields or notes.

  • Suggested answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 on at
    RE: "Messaging" back and forth about a contact within Dynamics

    Hi,

    The best (as per me) is to continue use notes to store the communication. With respect to notification, you can create a real time workflow which triggers on create and sends an email to the required users (this is when you already have emails configured in your crm system).

    itsolutions.bdo.ca/.../how-to-create-an-email-notification-workflow-in-microsoft-dynamics-crm-2015

    Hope this helps.

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