Customer experience | Sales, Customer Insights,...

How to forward email message

(3) Share

Report

Posted on by CU31101219-0

195

Hello,

I am looking for help for the below scenario:

- I send an email from my outlook to a CRM mailbox which is xyz@test.com. Then I want CRM to forward that email message to 2 other people, how can I do this?

Categories:

Microsoft Dynamics CRM

I have the same question (0)

All responses (5)

Answers (0)

Suggested answer

Nitesh Raj 188 on at

Like (1)

Report
Hi Friend,

There are multiple ways to do that: workflows, plugins, and Power Automate Flow.

Below I have provided how you can set up that with workflow. (this is the best fit for your problem/challenge.)
you can set up an automated workflow to forward the email to the desired recipients. Here’s a step-by-step guide:

Create a Workflow:

Go to Solutions > New Solution > Add (Create New Process).

Click on New > Automation > Process > Workflow to create a new workflow process. (Image 1)

Choose Email as the entity/table and click Create. (Image 2)

Set the scope to Organization. (See Image 3, and also Image 3 is final product = Solution )

Define the Workflow Steps:

Add a step to check if the email is received in the CRM mailbox (xyz@test.com). (Image 4 and Image 5)

Add a step to create a new email activity.

Set the To field to the email addresses of the two recipients. (Image 6)

Use the Regarding field to link the new email to the original email.

Activate the Workflow:

Save and activate the workflow.

Image 1:

Image 2:

Image 3;

Image 4:

Image 5:

Image 6:

I hope this helps you.

If this answer helps you consider approving it.

Regards,
Nitesh raj

1 people found this reply helpful.

Was this reply helpful? Yes No
Suggested answer

Daivat Vartak (v-9d... 7,835 Super User 2025 Season 2 on at

Like (2)

Report
Hello CU31101219-0,

You're aiming to automate email forwarding within Dynamics 365 CRM, which is a common requirement. Here's how you can achieve this using a combination of Dynamics 365's built-in features and Power Automate:

1. Dynamics 365 Mailbox Configuration:

Ensure Incoming Email Routing:

Confirm that your CRM mailbox ([email address removed]) is correctly configured to receive incoming emails.

Go to Settings > Advanced Settings > Settings > Email Configuration > Mailboxes.

Find the mailbox ([email address removed]) and verify its status.

Make sure the "Incoming Email" setting is set to "Server-Side Synchronization" or "Email Router" (depending on your configuration).

Automatic Record Creation Rules (Optional):

If you want incoming emails to automatically create records (e.g., cases, activities), you can set up automatic record creation rules.

However, for simple forwarding, this step is not strictly necessary.

2. Power Automate (Recommended Approach):

Create a Cloud Flow:

Go to Power Automate ().

Create an "Automated cloud flow."

Use the "When a new email arrives (V3)" trigger with the "Office 365 Outlook" connector.

Configure the trigger:

"Folder": Select the "Inbox" of your CRM mailbox ([email address removed]).

Add any other needed filters.

Add a "Forward an email (V2)" Action:

Add the "Forward an email (V2)" action from the "Office 365 Outlook" connector.

Configure the action:

"Message Id": Use the "Message Id" dynamic content from the trigger.

"To": Enter the email addresses of the two people you want to forward the email to, seperated by a semicolon.

Optional: Add CRM Actions (If Needed):

If you want to perform any actions in Dynamics 365 CRM (e.g., create a case, log an activity), add the appropriate Dataverse connector actions.

Save and Test:

Save your flow.

Send a test email to [email address removed] and verify that the flow forwards it to the two specified recipients.

Why Power Automate is Recommended:

Flexibility: Power Automate provides a high degree of flexibility in customizing your email forwarding logic.

Integration: It seamlessly integrates with both Outlook and Dynamics 365 CRM.

Automation: It automates the entire forwarding process.

Important Considerations:

Permissions: Ensure that the account used to create the Power Automate flow has the necessary permissions to access the CRM mailbox and send emails.

Email Forwarding Rules (Outlook): Be aware that if your CRM mailbox ([email address removed]) has any existing email forwarding rules in Outlook, they might interfere with the Power Automate flow.

Error Handling: Consider adding error handling to your Power Automate flow to manage potential issues (e.g., invalid email addresses, mailbox errors).

Security: Be mindful of security implications when forwarding emails, especially if they contain sensitive information.

Testing: Thoroughly test your Power Automate flow to ensure it's working as expected.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Regards,

Daivat Vartak

Was this reply helpful? Yes No
CU31101219-0 195 on at

Like (1)

Report

Nitesh Raj - when I setup the workflow and put in the To, then go to Regarding, there are no options to tie the original email to this new email message. Meaning I click in the Regarding field and get no choices to select over on the right where it shows Look for: Email and then the next drop down there is nothing. Am I doing something wrong?

Was this reply helpful? Yes No
CU31101219-0 195 on at

Like (1)

Report

Below is my flow yet it still doesn't work, nothing ever gets kicked off when I send an email from my outlook to this below email address, I do not get an email back.

So what I want to happen is that anytime someone sends an email to technicaltraining@blah.com that that email then is forwarded to certain users. I have the users in the second step (just blurred out), am I doing this wrong?

Was this reply helpful? Yes No
CU31101219-0 195 on at

Like (0)

Report

Also, my box is text field below, yet your pic shows it is a lookup.

Was this reply helpful? Yes No