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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Empty fields in email ...
Customer experience | Sales, Customer Insights,...
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Empty fields in email delivery and Interaction details records

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Posted on by FLucena 8
Hello!
 
I have created a journey in customer insights journeys and am using a segment from customer insights data. Inside the journey, I send an email and have a condition that validates if the email was opened.
 
The journey has run before, making the proper validations, but since yesterday it has stopped the validations and sends all customers to the "No" branch.
 
Upon investigation, it became evident that the records created for the interactions (total emails opened and unique opening) lacked certain customer profile information.
 
Journeys that ran before yesterday had at least the email filled in, allowing for proper validation of the condition.
 
The issue lies in identifying the cause of the issue with the newly created records.
 
 
 
I have made the following tests with the same outcome:
- create a new journey with a new segment from customer insights data
- I the journey I've assured that I had customer profiles with and without a related contact in the customer insights journeys
- create a new journey with a new segment using contacts
- removed the validation step from the journey (just send the email)
- run the solution health hub
 
I would be very grateful if anyone has any insight into this.
 
Thank you!
 
 
 
I have the same question (0)
  • Verified answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Hi,
    It feels like you've examined it in great detail.
    I would suggest you follow the steps below to create a ticket for the Microsoft Support team for further assistance.
    Get Help + Support - Dynamics | Microsoft Docs
     
  • Suggested answer
    FLucena Profile Picture
    FLucena 8 on at
    Thank you Leah Ju,
     
    It seems it was an issue on Microsoft side and it is already solved. Everything is working properly.
     
  • Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Hi,
    Thank you for your response and happy that your issue was resolved!

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