Where or how can I customize the ARC flow step "create a contact for unknown email senders"?

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Posted on by Christian K

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Hi,

I have an ARC flow set up in my customer service app which allows to create cases for email senders which are not a contact or account. I am allowing the system to create contacts for these email senders automatically.

I want to customize this step of the ARC flow (because I want to mark these contacts as special contacts) but I cannot find this specific step in the flow or anywhere else in the system.

Anybody have an idea where or how I can access this flow step to make my changes?

Thanks for your help

Christian

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Hi Christian K,

You need select option--Mapping in Power Automate manually for Manage unknown senders by in ARC rule:

--Mapping in Power Automate manually: Specify if you want to evaluate and set up the resolution for the contact in Power Automate.

Then you need access the power automate to configure it:

https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-update-records?tabs=customerserviceadmincenter#create-contacts-for-unknown-senders

To create a contact for unknown senders of mail, configure the following options in Power Automate for the associated rule item:

In the Is this email sender a contact or an account step, for the If no option, delete the Terminate when no valid customer found action.

Select Add an action, and in the Choose an operation box, search for "Add a new row", and select it.

In Table name, select Contacts.

In Email, search for "From" in Dynamic content, and select it.

Select Add an action again, and in Choose an operation search for "Set variable", and select it.

In Name, select Customer from email sender.

In Value, search for "OData Id" in Dynamic content, and select it. "OData Id" is derived when you create a new contact record.

In the Create a record (don't rename this step) option, search for Contact (Contacts), and use the following expression:

if(equals(triggerOutputs()?['body/_emailsender_type'], 'contacts'), if(contains(variables('Customer from email sender'), triggerOutputs()?['body/_emailsender_value']) , string(''), concat('contacts(',triggerOutputs()?['body/_emailsender_value'], ')')), string(''))

Save the changes.

Note: If you want to mark these contacts as special contacts, you need create a custom field in contact and set it's value in the 'Add a new row' step.

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Christian K 144 on at

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Thanks I will try this! :-)

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Christian K 144 on at

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Thanks for the feedback. It worked.

An additional question is now that I am not able to really have the customer name filled out on the form for the new contact. I am now creating new contacts for unknown senders with just an email and my flag that I set

Any ideas? Over the dynamic values I am not getting anything to set in the last name field

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Hi Christian K，

You can intercept the string before the @ symbol in the email and use it as a padding value for last name field:

powerusers.microsoft.com/.../843654

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