Keep support cases current with customer replies
Carry new information from a customer's email into the case record the support team already uses.
Trigger
New Gmail Message Received Trigger
Triggers when a new message is received in Gmail.
Action
Update Case
Updates an existing case (incident) entity record in dynamics crm using the web api.
Why this helps
New troubleshooting details can be stranded in the inbox while the open case lacks the latest customer context.
- Keep existing cases aligned with new customer information.
- Reduce manual copying during support follow-up.
- Make case context easier for another teammate to pick up.
Setup
Build it in a few focused steps.
- 1Connect Gmail and Dynamics 365 once in the Notis portal.
- 2Create an automation in the portal or tell Notis from any channel to create one.
- 3In one instruction, ask Notis to match a relevant customer reply to an existing case and update the case with the new issue details or response summary.
- 4Pick the New Gmail Message Received trigger and choose where run reports should go.
- 5Test with one real reply and check that Notis updated the correct case.
Questions about this workflow
What if the email does not identify a case?
Tell Notis how to match a message to a case using available context, and ask it to report uncertain matches for review.
Does this create a case for a new issue?
This package uses Update Case, which is for an existing case. Use a separate workflow with Create Case for new requests.
When this happens · Trigger
Do this · Action
Supported Triggers and Actions
Notis builds workflows that link Gmail to Dynamics365. A trigger fires from one place; an action lands in another.
Gmail triggers
Dynamics365 actions
Recurring trigger
Notis starts this workflow on a schedule, such as daily, weekly, or during business hours.
Get all invoices action
Get all invoices action
Webhook trigger
Notis starts this workflow when an external tool or custom backend sends an HTTP request.
Create Account
Creates a new account entity record in dynamics crm using the web api.
Email Sent
Triggers when a Gmail message is sent by the authenticated user. It polls the 'SENT' label and emits metadata including sender, recipients, subject, timestamp, and thread ID.
Create Case
Creates a new case (incident) entity record in dynamics crm using the web api.
New Gmail Message Received Trigger
Triggers when a new message is received in Gmail.
Create Contact
Creates a new contact entity record in dynamics crm using the web api.
Create Invoice
Creates a new invoice entity record in dynamics crm using the web api.
Create Lead
Creates a new lead entity record in dynamics crm using the web api.
Create Opportunity
Creates a new opportunity entity record in dynamics crm using the web api.
Create Sales Order
Creates a new sales order entity record in dynamics crm using the web api.
Connect any two apps with Notis in the middle.
Gmail and Dynamics365, or any other combination from 1,000+ integrations.
When this happens · Trigger
Do this · Action
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