Views:

What's happening?

CRM automatically creates a contact record whenever an email is received.

Reason:

This behavior occurs due to either an enabled Automatic Record Creation (ARC) rule or the "Create Contact from Email" option being enabled in the personalization settings.

Resolution:

To resolve this, perform the following steps:

  1. Verify if any Automatic Record Creation (ARC) rules are configured:
  2. Navigate to Customer Service Admin Center.
  3. Go to Case Settings.
  4. Select Manage for Automatic record creation and update rules.
  5. Check if any ARC rules are enabled.
  6. If no ARC rules are enabled, disable the option to automatically create contact from emails:
  • Go to Settings > Personalization Settings.
  • Select the Email tab.
  • Disable the "Automatically create records in Microsoft Dynamics 365" option, then select Ok. Note: This is personal option and be must set for each user that would like to disable this capability.