Customer experience | Sales, Customer Insights,...

What's the reason for not allowing multiple email addresses for contact in RTM journey

(1) Share

Report

Posted on by Tommi Oksanen

Hi all,

I came across this limitation in RTM journeys vs. audience configuration (emphasis added):

For contacts, only one recipient email address can be used. This is done to remove consent ambiguity. In outbound marketing, a contact record may store several email addresses with one consent for the entire contact. But in Customer Insights - Journeys, consent is given per each email address.

Source: https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-audience-data

Can anyone explain the logic behind this? I'm not buying the /consent ambiguity/ thing mentioned, as we easily(ish) could create a contact point consent for each of the email addresses stored on the contact record.

I have multiple customers who each use different email address fields for different needs (address types, business functions and so on). I do not see any way for them to consolidate all email addresses to a single field for all marketing activities.

Also, are there any plans to change this feature to support multiple email addresses?

Thanks,

Tommi

I have the same question (0)

All responses (2)

Answers (0)

Suggested answer

Haig Liu Microsoft Employee on at

Like (1)

Report

Hi Partner,

1.RTM journeys are based on contact points, which means that consent is stored per destination and per channel, e.g. for email channels, only one email address will be included.

https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-compliance-settings#contact-point-consent

2.Why /consent ambiguity/?

Because Customer Insights - Journeys needs to differentiate between RTM and outbound marketing.

https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-email-text-consent

3.Will subsequent updates allow multiple email addresses?
There is currently no word on this, but DoNotEmail and DoNotBulkEmail were recently updated and it's not certain if this will change.

Was this reply helpful? Yes No
Tommi Oksanen 28 on at

Like (0)

Report
Thanks for your reply.

I still disagree with the consent ambiguity thing. Take the following scenario.

Contact John Smith, with the following columns set:

Email Address 1 = john@foobar.com

Email Address 2 = john.smith@privateprovider.com

DoNotEmail, DoNotBulkEmail, Allow email, and Allow bulk Email all set to permit emails

Contact Point Consent records:

channel = email: email address = john@foobar.com

channel = email; email address = john.smith@privateprovider.com

There is abolutely no ambiguity in what the contact has opted in for. The customer should be able to use the 2nd address just as they have been using in the outbount side.

To me the current sitation feels like the product team made a huge reorganization on the email address consent management & email/journey settings, and decided to proceed with the easiest option, i.e. support for just one email address.

I really do not see what kind of believeable arguments I could make to my customers to scrap all their other email addresses and consolidate all the communications to that one emailaddress1 – no matter what the their customers' preferences or business reasons have been. If any fellow architects have any good arguments, I'll gladly take them.

If anyone from the Marketing product team is reading this, I'd really be interested in hearing your take.

BR,

Tommi

Was this reply helpful? Yes No

Join the conversation

Community site session details

What's the reason for not allowing multiple email addresses for contact in RTM journey

Helpful resources

Quick Links

Responsible AI policies

Neeraj Kumar – Community Spotlight

Congratulations to the November Top 10 Community Leaders!

Leaderboard > Customer experience | Sales, Customer Insights, CRM

Featured topics

Product updates

Community site session details

What's the reason for not allowing multiple email addresses for contact in RTM journey

Helpful resources

Quick Links

Responsible AI policies

Neeraj Kumar – Community Spotlight

Congratulations to the November Top 10 Community Leaders!

Subscribe to this forum!

Select categories

Leaderboard > Customer experience | Sales, Customer Insights, CRM

Featured topics

Product updates