MS CRM 3.0 Email Routing Rules
April 8th, 2008 Posted in TechI’ve been setting up a simple CRM system to handle support requests from clients and assign them a tracking token.
I used this guide I wrote a while back to install and configure the basics of the CRM server. This gave me a working system with a support@company.com email address which routes messages to a Support queue.
This all works wonderfully until you want to reply to a support request and track the interaction with the client. i.e. Once a member of the support team (who are added as CRM users) reply to the client an email is sent out from the support team member’s email address. When the client replies their message goes back to the support team member who sent the email. Except it arrives in their inbox and avoids the CRM system entirely.
I imagine you could use the Rule Deployment Wizard to add a rule to the Exchange server mailbox but that would forward all messages to the CRM system. That’s not what we want in our company.
The solution is to create a rule manually in the user’s Outlook client which intercepts all messages with a tracking token in the message subject or body and forward it as an attachment to the CRM Router user which can then inject the message into the CRM server.
See the MS Dynamics Team Blog for more information on the specifics.
As an aside, I’m eagerly awaiting the April update to the Microsoft Action Pack for the v4.0 CRM software so I can try out the CRM Queue Manager.