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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Customer Journey and s...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Customer Journey and suppression list in KPI/Insights

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Posted on by Community Member

Hi dear community members!

We were wondering about the insights generated in a customer journey, after the first email to a static marketing list has been sent out.

In the first email insights, we see when, why and to whom the hard & soft bounces occured. After that, every other email is not showing those information. The contacts are then listed in the suppression list here:

pastedimage1624523505440v2.png

This of course lowers the actual delivery rate, and we were wondering why this is happening - is this a newer feature we were not aware of? Is there a workaround to gather the "actual" insights, where the bounces are not being taken under consideration (as in the first email that is being send via the customer journey)?

Thank you a lot for your support and helping us understand the issue!

Simona

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  • Suggested answer
    Nya Profile Picture
    Nya 29,060 on at

    Hi Simona,

    You can find the statement in the following documentation,

    Maximize email deliverability (Dynamics 365 Marketing) | Microsoft Docs

    which says that:

    Dynamics 365 Marketing won't try to send to a known hard-bouncing address during the six-month quarantine period. However, your email insights will still indicate a hard-bounce result for each such delivery that you have requested. These "virtual" hard bounces don't impact your sending IP reputation, but they do count against your monthly send quota in Dynamics 365 Marketing—and these addresses will be tried again after the six-month quarantine. We therefore recommend that you regularly check your results for hard bounces, and remove the hard-bouncing addresses from your contact records.

     

    If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

    Best Regards,

    Nya

  • Kris Latulippe Profile Picture
    Kris Latulippe 30 on at

    Hi Nya, I have a secondary question regarding this - on this last bit "We therefore recommend that you regularly check your results for hard bounces, and remove the hard-bouncing addresses from your contact records." - do you know how to automate this? Thanks!

  • Suggested answer
    Nya Profile Picture
    Nya 29,060 on at

    Hi,

    You can refer to my answer in the following issue:

    (+) Automatically remove hardbounces after sending emails - Dynamics 365 Marketing Forum Community Forum

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