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Multiple email fields on Contact form - issue when customer didn't use main email address

  • 1.  Multiple email fields on Contact form - issue when customer didn't use main email address

    TOP CONTRIBUTOR
    Posted Oct 16, 2019 01:35 PM
    Hi all,
    We're on Dynamics 365 CE Online.  On our Contact form, we have 3 email fields (see below).  If a customer emails us using Email Address 2 or Email Address 3, Dynamics will link the email to the Contact record.  When a user replies to the email, Dynamics will send the email to the address in the 1st Email field.

    Because we have customers that have multiple hats (e.g. direct business, personal, partner) they'll have a different email address for each 'hat'.

    Is there a way (e.g. through OOTB customizations or code) for Dynamics to send the reply to the correct email address (e.g. the address that the customer used)?  As an alternative, a pop up or flag would be an option we could go for.  Again, if there are any solutions/ideas for this, they would be greatly appreciated.

    Thanks.

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    Mark Aston
    Engineer
    Ordnance Survey
    Southampton, UK
    ------------------------------
    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 2.  RE: Multiple email fields on Contact form - issue when customer didn't use main email address

    MICROSOFT MVP
    Posted Oct 17, 2019 02:42 AM
    Hi Mark, this is a challenging requirement for Dynamics 365 to satisfy.
    You are using the contact record to store the details for a person. An alternative is to think of the contact record more like a business card. 
    If a person has three business cards because they are associated with three different organisations where they have a different job title, email address, phone number and postal address, then it might be easier for you to have three contact records for that person in Dynamics 365. If you want to link them together you could either have a parent record (perhaps a custom 'person' record) or connections or a N:N relationship.
    I've seen this requirement come up in business banking (entrepreneurs often run multiple businesses) and in executive contact management (where directors often have seats on multiple boards).
    Hope this helps.


    ------------------------------
    Neil Benson, MVP
    Customery
    Brisbane, QLD, Australia
    https://customery.com/blog
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 3.  RE: Multiple email fields on Contact form - issue when customer didn't use main email address

    TOP CONTRIBUTOR
    Posted Oct 17, 2019 08:04 AM
    Thanks for your reply @Neil Benson.  This is a good suggestion but would involve a substantial change in how we capture contacts as well as the associated reports and views​.  We do have occasions where we create multiple contact records for the same person where the organisation they work for crosses more than one business unit.  We prefer to not have duplicate records because of the way we capture their contact and marketing preferences.  Appreciate the advice though.

    ------------------------------
    Mark Aston
    Engineer
    Ordnance Survey
    Southampton, UK
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 4.  RE: Multiple email fields on Contact form - issue when customer didn't use main email address

    GOLD CONTRIBUTOR
    Posted Oct 17, 2019 09:19 AM
    Hi Mark,

    You could always use a plugin or JavaScript to select on which email to reply back.
    Though you need to define some business logic on this prior to your implementation. This also needs extensive testing and UAT.
    For example, if the conversation was triggered from customers email2, then the reply should be done on that email.

    Thank you,

    ------------------------------
    Alexandros Miaris
    CRM Consultant
    Dixons Carphone
    Peristeri
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 5.  RE: Multiple email fields on Contact form - issue when customer didn't use main email address

    TOP CONTRIBUTOR
    Posted Oct 18, 2019 07:53 AM
    Thanks for your reply @Alexandros Miaris.  Did some online research and found this link on the Dynamics Community pages.​  I'll see if one of our developers can build this for our purpose.

    ------------------------------
    Mark Aston
    Engineer
    Ordnance Survey
    Southampton, UK
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 6.  RE: Multiple email fields on Contact form - issue when customer didn't use main email address

    Posted Feb 13, 2020 01:12 AM
    Hi Friends,
    I joined this group recently and have a implementation requirement in Dynamic CRM Version 2016. I want to send email communication to wider user community when business has an announcement. In CRM I am creating a complete new entity which will have ANNOUNCEMENT subject , announcement content, date , CRM link, to mail iD etc. When Business Admin create the record I have a custom workflow which will trigger a mail. Now the problem is happening when I am trying to add multiple users in the list. email type field can only accept one email address . So how can I give my BA option to enter multiple email address ?

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    Surya bhattacharya
    Wintrust Financial Corporation
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    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


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