E-mail router serves the purpose of delivering and creating mails into Dynamics CRM platform. The windows service “Microsoft CRM Email Router” brokers the communication between CRM platform and e-mail handling service typically Microsoft Exchange. The following diagram illustrates the capability provided by the CRM platform for sending e-mail messages.

Sequence of Step(s):

• The user will create an E-mail Activity the status of which progresses from Open > Draft (when Save button is clicked) > Pending Send (when Send button is clicked)
• The Email Router will query the CRM and retrieve e-mails with status of “Pending Send” that are to be sent.
• The Email Router will now establish connection with Exchange Server and the e-mails will be delivered to the Server.

If the e-mail server is able to deliver the message to the recipient a notification is sent to E-mail Router and status changes from “Pending Send” to “Sent”.

To check the status of all e-mail messages that were attempted by the E-mail Router use the Advance Find

Processing of Incoming E-mails:

In this section we look at how CRM platform handles the reply e-mail sent by the recipient.

• When the User replies back to an e-mail received from CRM, the e-mail is available in the Exchange Server Mail box.
• The E-mail Router connects to the mail box using the credentials that has full mail box permission and then crawls the folder(s).
• For each e-mail identified a query is sent to CRM to determine if an e-mail activity needs to be created and if required creates an e-mail activity with a status of “Received”.