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Use Flow to Create CRM Email Messages

  • 1.  Use Flow to Create CRM Email Messages

    GOLD CONTRIBUTOR
    Posted 12 days ago
    I'm creating a Flow to create email messages in CRM so that there is a record of the email in CRM and CRM will send the message using server side sync. I tested a few different versions of the Flow and I'm having a problem with the From and To fields. I have tried both the Common Data Service connector and the CRM connector. The email messages are getting created in CRM, but the From and To are blank. I know that those are partylist fields, but from what I read I should be able to set the values in Flow during creation of the record. I only found a couple posts about this through internet searching and one answer was not relevant because they got the From value to work in the created message by selecting it from an existing message. Here are the things I've tried.

    1. Typed in the email address in the From and To fields on the create record block.
    2. Selected a queue using a CDS "List Records" step, and then referenced the Queue (Unique identifier of the queue) in the From field.
    3. Selected a queue using a CDS "List Records" step, and then referenced the "Incoming Email" field from the retrieved Queue record in the From field.
    4. Selected an entity reference field from a previous step (a lookup to Contact) and used it in the To field.
    5. Selected an entity reference field from a previous step (a lookup to Contact) and retrieved that entire record so that I have the EmailAddress1 field to use in the To field.

    None of these techniques are throwing errors, but the result is always blank To and From fields in the CRM email message.

    I have a backup plan using something other than Flow that will work, but I was hoping to get this working as an alternative.

    #CustomerEngagement #Flow​​

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    Andy Arndt
    Minitab, Inc.
    State College PA
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  • 2.  RE: Use Flow to Create CRM Email Messages

    TOP CONTRIBUTOR
    Posted 10 days ago
    Andy,

    Party list support is coming but not here yet. Look for it in June.

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    Jerry Weinstock
    Business Technology Strategist, MVP
    CRM Innovation
    Lenexa KS
    https://mvp.microsoft.com/en-us/PublicProfile/4029113?fullName=Jerry%20%20Weinstock
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  • 3.  RE: Use Flow to Create CRM Email Messages

    GOLD CONTRIBUTOR
    Posted 10 days ago
    Jerry,

    Thanks for your reply. I'll look forward to partylist support sometime in June. Good to know that it wasn't just something I was doing wrong.

    Thanks,
    Andy

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    Andy Arndt
    Minitab, Inc.
    State College PA
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  • 4.  RE: Use Flow to Create CRM Email Messages

    TOP CONTRIBUTOR
    Posted 10 days ago
    @Andy Arndt - Do you have multiple Queues set up? When you are retrieving the "incoming Email" field, it's going to pull a list of "Incoming Email" values since you are using the "List Records" option in Flow. If you need to focus on a single Queue, you could use the "Get Record" option for CDS. However, you need to have a record identifier to choose the correct record.

    Also, when you are creating the Email records in CRM, are you creating a single Email associated with a single Contact? Or, are you trying to associate a single Email with multiple Contacts?

    If you trying to do multiples, you will need use the "For Each" option in Flow to associate an Email with multiple contacts.

    Lastly, there should be a "Regarding" field that is populated on the Email. I'm sure you are aware of how this works, but can be overlooked as many of the fields displayed in Flow are only shown when you choose the "show more" option.​

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    Aaron Back, MCSE
    Sr. Microsoft Dynamics 365 Consultant
    www.acemicrotech.com
    _______________________________________
    CRMUG Board Member
    CRMUG Chapter Leader - Cincinnati, Ohio
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  • 5.  RE: Use Flow to Create CRM Email Messages

    GOLD CONTRIBUTOR
    Posted 10 days ago
    Aaron,

    Thanks for your input and for taking the time to respond. These are all good points and I think I've considered all of them along the way. I explored the Get Record option as you mention, but because I want to use this in a dev/test/live scenario I didn't want to hard code the record identifier. It is just one queue that I am retrieving by name and I have a top count of 1 specified. It should only ever retrieve 1 record, but I do have an "Apply to each" structure around the next step. It is a single email to a single Contact for each of the parent records retrieved. The regarding field did work for me. I also got some merge fields to work, so it was just the To and From that I was stuck on.

    I have a good work-around for now and I'll look into this again when partylist is a supported data type.

    Thanks,
    Andy

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    Andy Arndt
    Minitab, Inc.
    State College PA
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