Add urgent customer updates to existing cases
Keep the active case aligned with the latest details when an urgent customer message arrives.
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
An existing case can become stale when urgent new details arrive in a separate email thread.
- Bring new urgent details into the existing case record.
- Make the current customer issue clearer to anyone reviewing the case.
- Reduce the manual handoff from inbox to support queue.
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 identify urgent updates, match the existing case, and update it with the new details explicitly stated by the customer.
- 4Pick the New Gmail Message Received trigger and choose where run reports should go.
- 5Test with one urgent message associated with a known case and inspect the updated record.
Questions about this workflow
What if the urgent email is about a new issue?
This workflow updates an existing case. Use a separate Create Case workflow for new issues.
Will urgency automatically change case priority?
Only ask for a priority change if you define a clear rule and confirm the email provides enough information.
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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