Disable Auto Contact Creation for Unknown email addresses

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Posted on by IG-08110943-0

Hello,

I'm playing around with the contact centre and I've created a flow that creates cases based on emails to my support mailbox. The flow is only supposed to create a case if the email is from a known and active contact in our contacts entity. However, the system is auto creating a new contact when I email the support mailbox with an unknown email address. Is there a way to turn this off?

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Dynamics 365 Customer Service

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Jimmy Passeti 599 Most Valuable Professional on at

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Disable Auto Contact Creation for Unknown email addresses

Hello,

Yes, there is a simple way to turn it off.

Just need to open the queue and then open the "RECORD CREATION AND UPDATE RULES" record.

After that, on the Advanced tab, you can change the "Manage unknown sender by" property.

Regards,
Jimmy Passeti | Microsoft MVP
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