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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Disabling OOB Email ac...
Service | Customer Service, Contact Center, Fie...
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Disabling OOB Email action

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Posted on by mk1329 6
hi all, 
 
is there a possibility to disable oob email action on email button click within a form, and redirect it to some custom integration using CIF Framework in Customer Service

 
Categories:
Dynamics 365 Customer Service
Dynamics 365 Contact Center
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  • mk1329 Profile Picture
    mk1329 6 on at
    Disabling OOB Email action
    hi @MVP-Daniyal Khaleel, the email button is not in ribbon bar, this is on form, binded to a column as mentioned in the screenshot
  • Suggested answer
    MVP-Daniyal Khaleel Profile Picture
    MVP-Daniyal Khaleel 534 on at
    Disabling OOB Email action
    Yes,absolutely possible 
    You can intercept and override the default “Email” (OOB) button behavior in Dynamics 365 Customer Service (whether it’s in the case form, timeline, or command bar) and redirect it to a custom integration built using the CIF (Channel Integration Framework).
    For Understanding
    • You cannot directly “turn off” OOB buttons — but you can hide or override them using Command Bar Customization (Ribbon Workbench or modern Command Designer).
    • You can create a custom command with JavaScript logic that invokes your CIF integration.
    • CIF (Channel Integration Framework) gives you APIs to:
    • Open a custom panel or channel
    • Pass contextual data (like case ID, customer email, etc.)
    • Trigger your external integration
    • This is fully supported if you follow the CIF v2 event model.

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