I want to create account record instead of contact record in auto record creation rule once case record is creating from incoming emails

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Posted on by m.abdullah

hi everyone,

I have configured a automatic record creation rule for creating case records from incoming emails. whenever any email comes in from unknown sender then a case record is created and also a contact record is created and linked with the case created. but my requirement is that when email comes in from unknown sender then account record should be created and linked with case record instead of contact. is there any OOB way to achieve this??

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Community Member Microsoft Employee on at

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RE: I want to create account record instead of contact record in auto record creation rule once case record is creating from incoming emails

Hi m.abdullah,

For point1, you can change the expression in 'Add Account' step:

slice(triggerOutputs()?['body/submittedby'],add(indexOf(triggerOutputs()?['body/submittedby'],'"'),1),lastIndexOf(triggerOutputs()?['body/submittedby'],'"'))

For point2, it's hard to achieve. Because the email is received and can't update its value of 'From' field.
samwillm 142 on at

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RE: I want to create account record instead of contact record in auto record creation rule once case record is creating from incoming emails

If you are still facing problem so you should try to Dynamics 365 support service partner . they can definitely solve your problem
m.abdullah 5 on at

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RE: I want to create account record instead of contact record in auto record creation rule once case record is creating from incoming emails

Hi steve,

thank you for such a beautiful blog.

but i am facing one issue with this.

1. now account record is creating but in name field emails address of the customer is also coming. can you please help me with this

2. In email From field email address is populating instead of account lookup .

can you please check this out?
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Community Member Microsoft Employee on at

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RE: I want to create account record instead of contact record in auto record creation rule once case record is creating from incoming emails

Hi m.abdullah,

There is no OOB way to do this. You need manually change the flow. Please see the below steps:

1. Change the setting to Mapping in Power Automate manually.

2. Open you flow.

3. Find the 'if no' branch in the 'Is this email sender a contact or an account' step :

4. Delete the action in this branch, and add a Account:

5. Set the 'Customer from email sender' variable with this function: concat('accounts(',outputs('Add_a_new_row')?['body/accountid'], ')')

6.Change the Contact(Contacts)'s expression in 'Create a record (don't rename this step)' action

Use this expression:

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

Result: