Inbound marketing with external hosted form is not working

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Posted on by Michael E

Hi, i am trying to implement inbound marketing starting with a form-tile which is hosted in my CMS (see https://docs.microsoft.com/en-us/dynamics365/customer-engagement/marketing/create-inbound-customer-journey#use-an-external-form-to-launch-an-inbound-campaign). I copied the JavaScript-code of the form to a site in my CMS. The form is shown correctly and when i submit the form, a contact is created in dynamics for marketing. The customer journey should then send an email to the contact which submitted the form, but no email is sent. The KPIs of the form-tile whithin the customer journey says, that there are transmitted forms, but no contacts are forwarded to the email-tile. I tested the marketing email with a simple email delivery customer journey, that works.

What am i making wrong?

Thanks,

Michael

Categories:

Customer Journey Design

Marketing Pages Forms and Surveys

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cloflyMao 25,198 on at

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RE: Inbound marketing with external hosted form is not working

Hi Michael,

From this link: https://admin.dynamics.com/?referer=mbssupport

Regards,

Clofly
Michael E 10 on at

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RE: Inbound marketing with external hosted form is not working

Hi, i already changed the time zone during setup. The journey is live and active as you can see in the screenshot below. I also updated the Dynamics for Marketing app to the latest version. Where can i open a support ticket?

Thanks for your help!

Greets, Michael
cloflyMao 25,198 on at

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RE: Inbound marketing with external hosted form is not working

Hi Michael,

I've missed a setting that customer journey start date is separate from system time zone in Personal Option menu,

which means if we set default time zone in Settings > Default Marketing Setting > Customer Journey tab to be same as system local time zone,

CRM will send marketing emails on time once customer journey go live instead of we need to wait for long time.

Currently my new contacts will receiver their marketing email in several minutes after form submitted, trigger tile is not necessary, both success for marketing form or marketing page as start tile.

You could switch your marketing email mailbox to default onmicrosoft to test whether it works normally with time zone setting above.

if issue still exist, I suggest it would be better to open a support ticket.

Regards,

Clofly
Michael E 10 on at

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RE: Inbound marketing with external hosted form is not working

Hi, i tested now a few times, but without success. When i have a look a the insights of the externaly hosted marketing form i can immediately see every submit. Existing contacts are updated correctly and new contacts are created, so the form is working as expected when hosted in my cms. Although my customer journey does not send any emails to the form-submits not even 24 hours after submitting the form. Is there anything else i can test or do you need any further information in case this is a bug?

Thanks
cloflyMao 25,198 on at

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RE: Inbound marketing with external hosted form is not working

Hi Michael,

I went live a customer journey again without trigger tile, and succeed.

It took 8h my test contacts receive welcome email. Emails still sent by default mailbox.

Regards,

Clofly
Michael E 10 on at

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RE: Inbound marketing with external hosted form is not working

Hi, thanks for your help! Email delivery should be ok, i tested this a few times.

In your customer journey there is a trigger-tile after the form-tile and then the email-tile. In the docs, the email-tile is directly after the form-tile (see docs.microsoft.com/.../create-inbound-customer-journey. Do i need a trigger-tile?

Regarding delivery time: When a user submits a registration form, it would be good, when the user gets a welcome-email a few minutes after he submits the form. Are you working on that?

Thanks!
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cloflyMao 25,198 on at

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RE: Inbound marketing with external hosted form is not working

Hi Michael,

I tested an inbound campaign customer journey, follow the screenshot in doc,

and it took 8h that my test contacts received their emails successfully.

After the customer journey went live for a few minutes, I made registration.

Here are my test background:

- My timezone is UTC+8.

- My successful customer journey and its KPIs, you can see the start date is 7/16 9:45 PM

- Informations in General tab:

I registered 2 new contacts from my marketing form. ( One with Yandex, one with Foxmail(Tencent) )

- Foxmail receiving time: 7/17 5:47 AM.

- Yandex receiving time: 7/17 0:47 AM. (Moscow is UTC+3)

- My form hosting site:

https://d365mk.000webhostapp.com/

- My email sending domain:

default onmicrosoft.com

Since you are sending email with your own domain, hence you could check your email server configuration whether there is something impacts deliverability.

Regards,

Clofly
Michael E 10 on at

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RE: Inbound marketing with external hosted form is not working

I have two tiles, a form-tile and an email-tile. This is a screenshot of the journey. You can also see the KPIs of the form-tile. I tried multiple times, but i got only one email. The journey is no online for more than 24 hours

Thanks
cloflyMao 25,198 on at

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RE: Inbound marketing with external hosted form is not working

Hi Michael,

What tiles have you added into your inbound campaign customer journey?

I'll try to reproduce your process.

Regards,

Clofly
Michael E 10 on at

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RE: Inbound marketing with external hosted form is not working

In the simple customer journey i got the email a few minutes after the journey was activated. For the inbound-journey i am waiting now for more than 24 hours. Our domain is authenticated, so this should no be the problem. As i mentioned before, i am getting emails from a simple journey. I also tried to use a markting site on the portal as a starting point of the inbound customer journey, but this also did not work. I tried to enter new contacts and existing contacts in the form, but non of them got an email, but both of them are added/updated in the crm.