Auto-Reply Email to Customer on Case Receival and Creation

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Posted on by Community Member

I am a beginner in Microsoft Dynamics CRM Online.

I was asked to be provide a functionality such that as soon as a case is created for a customer, an auto reply email is automatically sent to that customer with the Case Auto Response template.

I went to Settings > Service Management > Automatic Record Creation and Update Rules, and created a new rule that uses a queue that has its primary email = the email I want the customers to send to, and from which the auto-reply emails should be sent.

But, when I tried to test it, it didn't work.

Mainly, I followed this tutorial, and many other tutorial using the same idea, but it still doesn't work.

Can someone tell me what step I am missing?

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Aileen Gusni 44,524 on at

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Hi M

At first you need to make sure that you configure the incoming email (to auto create case) and then outgoing email setting for auto response.have you configured all?

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Community Member on at

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To "Auto Create a Case", is that something that has to be done to provide an auto-reply email? Is the option of creating the case manually, then when we press save, the auto-email is sent to the customer?

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Community Member on at

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If you don't want/need auto creation rules, you cold use a simple workflow to send an email when a Case is created (and meets certain basic criteria).

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Community Member on at

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my problem is somehow similar. However auto response does not work for external emails. It only works when i tried testing it within the organization. What am i missing? if yes could u please guide me?>

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Adrian Begovich 1,027 Moderator on at

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Hi M_ASH,

You can implement this functionality with a Workflow. You may find this forum topic useful.

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