Sending emails from a generic email id in MS CRM 2011 RRS feed

  • Question

  • We have a generic email id (like support@company.com). We want to configure our CRM system in a way that irrespective of user, all the outgoing mails should be sent from the generic email id (like support@company.com) and not from the user's email id.

    Explanation :

    Generic email id : support@company.com

    User 1 Email Id : user1@company.com

    User 2 Email Id : user2@company.com.

    Now if user 1 and 2 are sending emails then, the emails should be sent from support@company.com and not from user1@company.com/user2@company.com.

    Is it possible to achieve in MS CRM 2011 ?

    We are using Email router.
    Thursday, November 21, 2013 1:53 PM

All replies

  • CRM expects to use the same email address on an entity for receiving and for sending emails. If you never receive emails into e.g. user1@company.com, then you could change every user's email address in CRM to support@company.com, but that's probably not a likely scenario.

    Otherwise, you can cover most and maybe all (though you'd have to test each scenario) ways of sending email from CRM by writing a plugin on the pre-event of the Create message of the Email entity that will change the senders email address on outgoing email. This will need to be a pre-event to ensure the change happens beofre the email is sent, and should be on stage = 10, as a peculiarity of the plugin pipeline is that changes made to activityparty attributes (whcih includes 'sender') only apply in stage=10, and not stage=20

    Microsoft CRM MVP - http://mscrmuk.blogspot.com/ http://www.excitation.co.uk

    Thursday, November 21, 2013 3:56 PM