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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Marketing e-mail does ...
Customer experience | Sales, Customer Insights,...
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Marketing e-mail does not reach all contacts

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Posted on by PEROLL 15

We have recently sent out a Marketing email to a subscription list. The Customer journey shows no errors.

Under "Insights" in the marketing email, we can see that it has been sent and delivered to the subscription list.

If we look explicitly at some contacts, we can also see that the email has been sent and delivered.

However, not everyone on the subscription list receives the actual email even though they should have. This after we have personally verified with a few different contacts.

About 3 weeks ago we sent out another email, and then everything worked perfectly.

Does anyone know what this error might be and how to fix it?

  • PEROLL Profile Picture
    PEROLL 15 on at
    RE: Marketing e-mail does not reach all contacts

    Hi

    Thanks for your reply.

    No, that's not the case here. I know contacts from the same domain, where one has received but not the other.

    We internally in the company do not receive emails, then we are both the sender and the recipient are from the same domain.

    I am grateful for all the tips I can get, to solve this.

    Best regards

    Per

  • Suggested answer
    Nya Profile Picture
    Nya 29,056 on at
    RE: Marketing e-mail does not reach all contacts

    Hi,

    Do users who are not receiving emails have one or more common email domains? If so, it is possible that these domains are blocking your sending email address.

    It is recommended that you try reconfiguring a sending email address.

     

    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

  • PEROLL Profile Picture
    PEROLL 15 on at
    RE: Marketing e-mail does not reach all contacts

    Thanks for your reply

    I mean the contact does not get the actual email even though it looks like it was delivered in Marketing. There are no blocked or failed records. The contacts we have personally checked with have no emails blocked as spam or that their mailboxes are full. We ourselves internally at the company are on the same subscription list, but none of us have received the email into our Outlook. All this worked fine 2-3 weeks ago.

  • Suggested answer
    Nya Profile Picture
    Nya 29,056 on at
    RE: Marketing e-mail does not reach all contacts

    Hi,

    Do you mean that the number of sent is equal to the number of delivered and the number of contacts in the subscription list, and there are no blocked or delivered failed records?

    You can select a certain Customer Journey in the insights panel of the email to avoid confusing the data.

     pastedimage1617267233926v1.png

    Here is an example that there are two contacts with the same email address in the audience of a customer journey. So one of them was delivered and the other was not sent at all.

    In this case, although the number of messages sent is equal to the number of messages delivered, the contacts of the block are not counted.

     pastedimage1617267242040v2.png

    If all three of the above are equivalent, as I have not encountered the problem, I can only suggest that you see if any of your contacts who are not receiving emails have their emails blocked as spam or their mailboxes are full.

     

    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

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