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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.

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


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

    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
    ------------------------------



  • 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
    ------------------------------



  • 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
    ------------------------------



  • 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
    ------------------------------



  • 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 ?

    ------------------------------
    Surya bhattacharya
    Wintrust Financial Corporation
    ------------------------------



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

    SILVER CONTRIBUTOR
    Posted Jun 10, 2021 11:31 AM
    Hi Surya, 

    Did you ever find a way to add multiple email address for a contact? I am looking to find a way to create 1 email field that allows for multiple email addresses vs added several email fields to capture the information.

    ------------------------------
    K Crawford
    National Power
    Raleigh, NC
    ------------------------------



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

    Posted Jun 10, 2021 04:28 PM
    Kim, it sounds like you should use a text field (not formatted as email) if you need to capture multiple email addresses in a single field.

    The downside of this, of course, is that you won't be able to use any of the email addresses in that field. Exchange and Outlook can't read them, neither can Dynamics 365 Marketing, Adobe Campaign, ClickDimensions, or any other email service -- they all require a single email address in a single field.

    ------------------------------
    Neil Benson, MVP
    Customery
    QLD, Australia
    Take my free mini-course Agile Foundations for Microsoft Business Apps https://customery.com/foundations
    ------------------------------



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

    Posted Jun 10, 2021 04:31 PM
    Hi Mark, Dynamics 365 contacts are like business cards rather that people.

    What I mean is that if Elon Musk was in our CRM system, then I'd expect to find multiple records for him: Elon Musk at SpaceX, Elon Musk at Tesla, Elon Musk at The Boring Company, etc.  This way, our communications with Elon are separated for each role he plays at each of the companies he works for. Each Elon contact record would have a different job title, different phone number, different email address, different physical address, and so on.

    Neil

    ------------------------------
    Neil Benson, MVP
    Customery
    QLD, Australia
    Take my free mini-course Agile Foundations for Microsoft Business Apps https://customery.com/foundations
    ------------------------------



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

    Posted Aug 10, 2022 12:17 PM
    Hello there !
    My name is Marc, from Canada. I hope you are all doing great. One question for you : 
    in a contact, we have 3 email adress fields : email 1, 2 and 3.

    Do you know if there is any possibility for me to prevent contact creation and/or duplicate detection if email 1 = email2 or email2 =email 3 etc...?
    Thanks !

    ------------------------------
    Marc Henri
    innopole
    ------------------------------



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

    TOP CONTRIBUTOR
    Posted Aug 13, 2022 10:27 PM
    Marc,

    Remove email 2 and email 3 from all OOB and custom forms, make these field searchable = No.  Don't ever use them.  No one in the world has more than one email address that wants them associated with each other, that's why they have more than one.  If you ever find an exception, there is always notes...

    ------------------------------
    Jim Corriveau
    A.W. Chesterton Company
    Groveland MA
    ------------------------------



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

    Posted Aug 15, 2022 09:23 AM
    Hello Jim,
    Many thanks for you answer. I get your point (i guess), but here is why we want to keep these emails within the same contact :
    we are a non-4-profit, economic development organization. We work to help startups as well as well established companies on our territory.
    The very same person can be CEO of (let's call it) ACME company (guy@acme.com)
    + being a mentor for the sake a young startup (guy@gmail.com)

    HE wants to separate these two roles. WE do NOT want to separate these roles : he is mentor thanks to his CEO experience at ACME.
    This is why we would like to be able to keep these two email in same contact
    + being able to look after duplicates.

    Thanks
    Marc.

    ------------------------------
    Marc Henri
    innopole
    ------------------------------



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

    Posted Aug 15, 2022 01:49 PM
    Edited by Élizabeth Côté Aug 15, 2022 01:49 PM
    Hi, 
    We are a private company and we also have two fields for the e-mail address. The first one is for corporate mailing and is generally shared by many contacts who are member of the same company. The second e-mail address is a more ''personal'' but still considerate professional e-mail address, where we send more confidential/targeted information, like price lists, contests or promotions, for example. It might not be the best practice, but our companies have been working this way for years, it's not possible to change it. For now we do not have problems with the contact creation when using their personal e-mail, but I know it's also an issue we might experience soon, like Marc described!
    Thanks!

    ------------------------------
    Élizabeth Côté
    Boa-Franc S.E.N.C.
    Saint-Georges QC
    ------------------------------



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