When replying to an email auto set the From to a queue RRS feed

  • Question

  • When my users respond to an email in CRM it sets the From to their account. This means that if someone replies back the email will come in to their Outlook email as opposed to CRM. Is there a way of setting the From field to the queue email address every time?



    Thursday, October 7, 2010 9:49 PM


  • Something like the below in the on-load javascript of your email form should do it. You could add logic to set to a different queue based on team/business unit etc but this should get you started!

    if (crmForm.FormType == 1 || crmForm.FormType ==2) //new or reply
     var queueId = '26C4C127-2501-DF11-8BA8-002219911041'; //Guid of the queue
     var queueName = 'Support'; //Name of the queue
     var lookup = new Array();
     var lookupItem = new Object();
     lookupItem.id = queueId;
     lookupItem.name = queueName;
     lookupItem.typename = "queue";
     lookup[0] = lookupItem;
     crmForm.all.from.DataValue = lookup; //set the sender

    Neil - My CRM Blog
    • Proposed as answer by Neil McD Tuesday, October 12, 2010 9:49 AM
    • Marked as answer by Donna EdwardsMVP Thursday, October 14, 2010 1:07 PM
    Thursday, October 7, 2010 9:57 PM