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Route email to different queue based on To & CC recipient RRS feed

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    Hi All,

     We are using on-premise CRM 2015. following is our requirement. Please suggest a solution to configure it.

    Customer will be sending email to company. Based on "To" & "CC" recipient email should land in respective queue. for example -

    All query related emails will be sent to  email id - A@xxx.com (low priority)

    All Request related emails will be sent to email id - B@xxx.com (Normal)

    All complaint related email will be sent to email id  "C@xxx.com" (High priority) . for each email id -  a queue is configured for it. if customer is sending email with "To" as A@xxx.com & "CC" as C@xxx.com then email should land in queue that belongs to complaint (C@xxx.com) & not in query related queue (A@xxx.com).  similarly if email marked with "To" as A@xxx.com & "CC" as B@xxx.com, email should land in B@xxx.com queue.

    Tuesday, March 15, 2016 9:46 AM

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    I think you can use workflow for this. Sounds like you already have queues configured in CRM for each of the email addresses. So I would create a workflow with an automatic trigger on email creation. In the workflow include a check condition that tests the bcc field. You'll need a branch for cc contain b@xxx.com and a separate branch for cc contains c@xxx.com.

    To move the email to the appropriate queue add a create queue item action in each branch. In the queue item, se the queue to the correct queue and the queue item to the email (you'll need to use a dynamic value in the form assistant for this).

    It might be better to have the workflow trigger off queue item creation, otherwise the above workflow would trigger for any email that is created in CRM. 

    Thursday, March 17, 2016 6:59 PM
    Moderator