What’s happening?
When an email is sent to a synchronized mailbox in Dynamics 365 Customer Service, an email activity and a corresponding case are automatically created based on Automatic Record Creation (ARC) rules. However, if the sender recalls the email, the email activity and the associated case remain unaffected in Dynamics 365. There is no notification or indication within Dynamics 365 that the email was recalled, resulting in incorrect cases remaining in the system.
Reason:
The recall functionality in email systems does not delete emails from the recipient's mailbox if the email has already been read. Consequently, even if the email is deleted from the mailbox, Dynamics 365 does not automatically remove the corresponding email activity or the case created by the Automatic Record Creation (ARC) rule.
Resolution:
The behavior described is by design. Dynamics 365 Customer Service does not support automatic deletion or notification for recalled emails once they have been synchronized and read. The email recall feature does not affect Dynamics 365, and there is no built-in notification or automatic removal of the email activity or associated case.
For further details, refer to the following Microsoft documentation: - Recall function behavior: Recall or replace a sent email - Dynamics 365 email deletion behavior: Delete records that have been tracked