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Hold promotions for customers with urgent open cases
For support and marketing teams who want customers with high-priority Dynamics 365 Sales cases tagged in Drip, by asking their AI assistant.
On this page
Connector
Connect Microsoft Dynamics 365 Sales, pick your AI tool and paste the prompt.
The problem
Customers with urgent cases still get cheerful promotions
A customer with an urgent support case should not be getting promotions from Drip. Finding them means listing high priority cases, working out the contacts behind each and checking what Drip is still sending before anyone can hold the email.
Without PopdockAI
- List high priority open cases
- Work out the contacts behind each one
- Search Drip for their campaigns
- Keep promoting to an unhappy customer
With PopdockAI
- Active cases at your priority and their contacts are read
- Each contact's active Drip campaigns and tag status are shown
- Ambiguous names are left untagged
- After you confirm, tags are added and read back, and cases are untouched
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Find active Dynamics 365 Sales cases with priority `{priority}` (default High), show which Drip campaigns the affected contacts are still receiving, and after confirmation tag them in Drip with `{tag}` (default Open support case).
**Step 1: Open cases in Dynamics 365 Sales**
Call `dynamics-365-sales-get-incidents` with `status` = Active and `priority` = `{priority}` (High if blank). For each case note case-number, case-title, customer, primary-contact and created-on.
**Step 2: The people affected**
For each case, call `dynamics-365-sales-get-contacts` with `full-name` set to the primary-contact. If the case has no primary-contact, call `dynamics-365-sales-get-contacts` with `parent-customer` set to the case's customer instead.
**Step 3: What Drip is sending them**
For each contact email, call `drip-get-subscriber` with `email` set to it, then `drip-get-campaign-subscriber` with the same `email` to list the campaigns they are active in.
**Step 4: Report, confirm, tag**
Show a table: case-number, case-title, customer, contact, email, Drip status, active campaigns, already tagged (yes/no). Ask whether to tag the active subscribers who are not already tagged. Do nothing until the user says yes. Then call `drip-add-subscriber-tag` once per confirmed row with `email` and `tag` = `{tag}` (Open support case if blank), and confirm each with `drip-get-subscriber`.
**Rules & Guidelines:**
* `drip-*` tools are on the drip MCP server; `dynamics-365-sales-*` tools are on the dynamics-365-sales MCP server. If either set is missing, stop and say which server is not connected.
* Email is the only key shared by the two systems. Compare emails case-insensitively and trimmed. Never match on name alone; a name-only match is reported as "possible match, not confirmed".
* The only write tool allowed is `drip-add-subscriber-tag`. Do not pause campaigns or remove people from them (`drip-pause-campaign`, `drip-remove-subscriber-from-campaign`, `drip-remove-subscriber-from-all-campaigns`); recommend that instead if it seems warranted.
* Do not change the cases; do not call `dynamics-365-sales-update-case`.
**Validation:**
* If there are no active cases at that priority, say so and stop.
* If a contact is not in Drip, report "not in Drip, nothing to hold" and continue.
* If a full-name lookup matches several contacts, list them and do not tag any of them.Who it's for
One answer, three teams that use it
Support managers
Protect customers mid issue
Tag contacts with urgent cases so marketing can hold promotions while you fix the problem.
Tag contacts with critical open cases in Dynamics 365 Sales as Support Hold in Drip.
Lifecycle marketers
Know who to hold from campaigns
See which active campaigns still reach customers with open cases.
Which customers with high priority cases are still in active Drip campaigns? Tag them Open case.
Customer success managers
Avoid tone deaf emails to key accounts
Tagging lets you keep promotions away from accounts working through an issue.
Flag everyone behind a high priority Dynamics 365 Sales case in Drip with the tag Do not promote.
How it works
What PopdockAI does when you ask
You choose a case priority and a tag and your AI assistant finds the contacts and their Drip campaigns. Nothing is tagged until you confirm, and campaigns are never paused or removed.
01
Ask
You choose a case priority and a tag.
02
Read
It reads active cases at that priority and the contacts behind each.
03
Confirm
You see each contact's Drip campaigns and tag status and approve.
04
Tag
It tags the confirmed people in Drip and reads each tag back.
What PopdockAI provides
The tools behind the answer
Ready made tools for Microsoft Dynamics 365 Sales and one secure connection to your AI tool. No code, no exports.
microsoft-dynamics-365-sales-get-incidents
microsoft-dynamics-365-sales-get-contacts
drip-get-subscriber
drip-get-campaign-subscriber
drip-add-subscriber-tag
This report is built from Get data tools only. PopdockAI applies the row, field and parameter rules your admin sets, and every query is written to the audit trail.
The outcome
Promotions held for customers with urgent cases
Related use cases
More ways to put this data to work
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