Is it possible to send an auto-reply email from a queue when a customer emails in about a case?

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Posted on by Matt Se

Hi, is it possible to send an auto-reply email from a queue when a customer emails in regarding a case?

The email should trigger for the first email received in the Queue from the customer regarding the case, any subsequent emails from the same customer regarding the same case should not trigger the auto-reply email.

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PerezAguiar Microsoft Employee on at

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Hey!

Yes. On https://learn.microsoft.com/en-us/dynamics365/customer-service/set-up-rules-to-automatically-create-or-update-records it is stated that you can use Automatic record Creation to configure a rule for processing incoming email, and generate a an auto reply email. A nice example with images is on https://microsoft-business-applications.hcltech.com/tips-and-tricks/how-to-send-an-automatic-email-response-on-a-case-creation/

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