Customer Journey Contacts stopped, not sent email

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Posted on by nwebber

Hello all,

I have a Marketing user attempting to send out an email via a Customer Journey. All Contacts in the Segment she wants to use have the same Business Unit as this user, and the scope of the Customer Journey is set to Business Unit, and yet every time she tries it, only one is processed, and the rest are stopped before anything gets started. What am I missing here?

- Nathaniel

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Leah Ju Microsoft Employee on at

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Hi partner,

Please refer to the following document for reasons:

https://learn.microsoft.com/en-us/dynamics365/marketing/insights#designer-insights

Stopped: Shows the number of contacts that were stopped from continuing the journey at this tile.

There are three reasons that a contact might get stopped at a tile during a journey:

(1) they unsubscribed from the mailing list targeted by the journey,

(2) they got added to the journey's suppression segment

(3) they lowered their consent level below the minimum threshold set for the journey.

The stopped value is also displayed as the second value above the tile in the pipeline. Some tile types provide a Save as segment button save-as-segment button here; select this button to generate a segment that includes all contacts that were stopped at this tile in the journey. You can see a detailed breakdown of which contacts were stopped here and why by going to the Incomplete journeys view.

I hope you can verify my answer if it helps you! If you have any questions, please feel free to contact me.
Regards,
Leah

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