View Emails as Conversation in timeline

By | November 10, 2019

With Dynamics 365 Customer Engagement Wave 2 release, Microsoft has released a small but a highly demanded feature called “Email as conversation in timeline view”. Many a times during my demonstration of the Dynamics 365 Customer Engagement features this common requirement was asked by customers. With this feature, the sales force & their executives will get a better visibility of an email conversation.

Yes, I am talking about looking at an email as a conversation view instead of being sorted on date & time.

Follow these 3 easy steps to enable this feature.

Current Timeline view

Timeline view with email sorted on date & time

To achieve email as conversation view, follow the steps mentioned below

  1. Click Settings -> Personalization Settings
  2. Click on Email Tab
  3. Now select Show email as conversation on Timeline checkbox

Click Ok on the settings box to save the settings post which screen will refresh & you should see the emails now in conversation view as shown in below image

Timeline view with email as conversation view

Note: This feature will work only with Dynamics 365 customer engagement running on Unified Interface

Infusai is Microsoft’s preferred Dynamics 365 Partner serving out of India, Singapore, Europe, USA & Canada.

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