Customer Engagement & Dynamics CRM Forum

Expand all | Collapse all

Unlinking emails

  • 1.  Unlinking emails

    SILVER CONTRIBUTOR
    Posted 14 days ago
    Hello

    We use email queues (Server side Sync).  Dynamics will try and match inbound emails to any email enabled entity automatically.  Just wondering if anyone knows if it is possible to unlink an email once it has been linked to say a contact or a lead.

    thanks

    ------------------------------
    James Rees
    Senior Systems Engineer
    Liverpool
    ------------------------------
    Conference-CRMUG_200x200


  • 2.  RE: Unlinking emails

    GOLD CONTRIBUTOR
    Posted 14 days ago
    James
    Email messages are Activities and so you can either clear the Regarding field or set a new Regarding entity record using a Workflow.  If you're using email queues, avoid creating other entity records like contacts, leads and accounts with the same email address as the Queue, in my experience that will create inconsistent results especially if you are using the  queues  for Automatic Record Creation.

    ------------------------------
    Edrei Mpanduki
    Technical Analyst
    Scottsdale AZ
    ------------------------------

    Conference-CRMUG_200x200


  • 3.  RE: Unlinking emails

    SILVER CONTRIBUTOR
    Posted 13 days ago
    Hi Edrei

    Thanks for responding - its not the regarding field we are having issues with.  Its generally the From Field as it resolves automatically and sometime this is to the wrong record and we would like to change to to another record.  Is this possible?

    Thanks

    ------------------------------
    James Rees
    Senior Systems Engineer
    Liverpool John Moores University
    Liverpool
    ------------------------------

    Conference-CRMUG_200x200


  • 4.  RE: Unlinking emails

    GOLD CONTRIBUTOR
    Posted 12 days ago
    Edited by Edrei Mpanduki 12 days ago
    James,
    You can change the From field using a workflow but the issue you will run into is, since an email comes in  a Completed Activity and therefore read-only, you have to set the email to Draft status first and then change the From field, and then set it back to Received. I'm not sure if you have other processes that are triggered on receipt of email that might affected but I don't think there's a cleaner way to do it.
    If you're interested, below is the documentation on the order of how Dynamics 365 associates email with records
    https://docs.microsoft.com/en-us/power-platform/admin/email-message-filtering-correlation#how-model-driven-apps-in-dynamics-365-associates-email-addresses-with-records

    ------------------------------
    Edrei Mpanduki
    Technical Analyst
    Scottsdale AZ
    ------------------------------

    Conference-CRMUG_200x200


If you've found this thread useful, dive deeper into User Group community content by role