Hi,

We have encountered a problem with MSCRM when replying to an incoming email.

The email must be resolved to a contact record (either automatically by
recognition of a unique email address or manually) in order to reply.

When the reply is sent, it is sent to the default (primary) email address
for the Contact and not to the email address that the customer sent the
original email from! There doesnt appear to be any way to select an
alternative email address.

Has anyone come across this problem before? If so, any advice on how to
proceed? (We dont really want to overwrite the primary email address on the
contact record as this should be maintained as the default email address when
sending out new emails).

Many thanks,
SThomas

Hi,

Where are you replying from - Outlook or IE? Have you tried linking the
email by using the Track in CRM button. If the email doesn't exist then the
record won't be linked to anything. However, from the same toolbar you can
click on set regarding and link to the appropriate contact. Replies to this
email (from Outlook) will carry the relevant GUID and be sent to the original
email id. Think this should work - I would be interested to hear if it does.

Regards,
Peter.
--
Peter Clements
Certified Microsoft Dynamics CRM Professional
Capgemini UK


"SThomas" wrote:

Thanks Peter,

It sounds like this would work, except for the fact that we are using the IE
client. The email is being received directly into a CRM queue as the client
wants to use the queue functionality to allocate emails etc. This forces us
to resolve the email address to a customer record in order to reply.

Regards,
Sarah

"PeteClements" wrote:

Hi Sarah,

OK - forget Outlook then. Why is the email different - does it just need a
new contact record adding to CRM?

Regards,

Peter.
--
Peter Clements
Certified Microsoft Dynamics CRM Professional
Capgemini UK


"SThomas" wrote: