Email capabilities in Dynamics 365 Intelligent Order Management

This article describes the email capabilities that are available in Microsoft Dynamics 365 Intelligent Order Management.

Dynamics 365 Intelligent Order Management supports the following out-of-box email capabilities:

• An enhanced email template editor
• Three email templates that can be called in the orchestration flow
• A highly performant and scalable email sending service
• A generic email domain that can be used in the "from" email address

Enhanced email template editor

Many features of the email template editor are shared with the Dynamics 365 Marketing app. However, the personalization editor component that includes predefined tokens was created specifically for Intelligent Order Management.

For more information, see Email marketing overview.

Enable the enhanced email template editor feature

To enable the enhanced email template editor feature, follow these steps.

1. Sign in to the Power Apps portals admin center for your environment.

2. Go to Solutions > Default Solution, and ensure that Solution preview on is turned on.

3. Under Default Solution, go to the Show Email Preview setting.

4. Ensure that the Default value option is set to Yes.

   Note

   If you set the Default value option back to No, the platform email capabilities will be missing some of the key email editor enhancements of the enhanced editor feature. In addition, the orchestration flow will have to be changed so that it uses the older templates.

5. Go to Setting environment value, select Add existing value, select Yes, and then select Save.

Out-of-box email templates

Three out-of-box email templates are included with the product:

• Order Confirmation – The email communication that is sent to a customer after an order is received in the app.
• Shipment confirmation – The email communication that contains tracking information and is sent to a customer after order items are shipped.
• Return pick up confirmation – The email communication that is sent to a customer after a returns process is started.

To access the email templates, go to Intelligent Order Management > Configurations > Communications > Email templates.

The preceding templates can be edited to meet your business needs. For each template that you use, we recommend that you create a new template, copy the contents of the relevant out-of-box template into it, save it, and then customize it. By copying and modifying out-of-box templates, you help prevent issues with future Intelligent Order Management upgrades.

Sections in an email template

Image placeholders

The out-of-box templates include a few image placeholders:

• P1 – For a brand logo.
• P2, P3, P4, P5 – For social media logos, as needed.

Predefined tokens

Predefined tokens are provided out of the box to support the three standard templates in Intelligent Order Management. You can find the whole token list by selecting Personalization in the template. By hovering over each token, you can view the Source, Data type, and Default value values for it.

Copy and create a new order confirmation template

To copy and create a new order confirmation template, follow these steps.

1. Go to Intelligent Order Management > Configurations > Communications > Email templates, and open the order confirmation template.

2. Select </> HTML in the upper right, and then copy the HTML content from the HTML window.

3. Select the F12 key on your keyboard to open your browser's developer tools.

4. In the Console section of the developer tools, run the following command to copy the tokens and placeholders from the template.

   var placeholders = Xrm.Page.getAttribute('msdyn_placeholders').getValue()
   

5. Select New to create a new email template, name the template, and then save it.

6. In the new template, select </>HTML in the upper right, and then paste the HTML content that you copied in step 2 into the HTML window.

7. Close the HTML window, and save the template.

8. In the Console section of the developer tools, run the following command.

   Xrm.Page.getAttribute('msdyn_placeholders').setValue(placeholdersStr)
   

Your new custom template will resemble the out-of-box version, and you will be able to edit it.

The Intelligent Order Management team is working toward an easier solution for copying and creating a template in upcoming releases.

Send emails through the orchestration flow

To send emails through the orchestration flow, you must first activate the Dynamics 365 Communication provider and then add the email template to the orchestration flow.

Activate the Dynamics 365 Communication provider

To activate the Dynamics 365 Communication provider, follow these steps.

1. Go to Intelligent Order Management > Providers > Catalog > Dynamics 365 Communication, and select Create.

2. Go to Connections, and select Communications Dataverse (current environment) Connection.

3. Select Save, select Activate, and then select Save and close.

4. Select Parameters, and then, in the value field, enter the "from" email address. (See the note that follows.)

   Note

   The domain of the "from" email address (the part after the @ sign) should always be d365iom.com. The part before the @ sign can be any text, but we recommended that you add your company or brand name to it (for example support_<your brand name>@d65iom.com, admin_<your brand name>@d365iom.com, or noreply_<your brand name>@d365iom.com).

Add the email template to an orchestration flow

For this example, you will add the order confirmation template to an orchestration flow.

To add an order confirmation template to an orchestration flow, follow these steps.

1. Add the Send email tile to the orchestration flow, and then, in the Name field, enter a name for the tile.
2. Under Email Template, select the Order Confirmation email template.
3. Select Send Email for Sales Order, because the order confirmation email will be generated from sales orders for this example. Alternatively, select Send Email for Fulfillment Order Line for a shipment confirmation template or Send Email for Return Order for a returns order process.
4. In the Input Events field, select Validation of Order lines has Succeeded. An input event indicates when the email should be invoked. It can change, based on how the orchestration is configured and how the email will be sent.

Check email delivery status

You can check the status of email delivery in Orchestration Step Results in the sales order view. There should be an orchestration step that corresponds to email delivery and that shows the delivery status in the Result column. The Result Details column shows more details.