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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Sending an email via C...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Sending an email via Customer Journey - Blocked: "Contact consent not available (external)"

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Posted on by Andy Co Microsoft Employee

Hi all,

We're working to get our Dynamics 365 instance set up, and we're nearing completion. We have some test accounts (real data from our employees) and we're trying to test sending a bulk email via a Customer Journey. When we run a simple email journey, the journey triggers and runs, but will not actually send any emails to users. Insights shows that the email sends are getting blocked due to "Contact consent not available (external)". I've checked and made sure all accounts have as much consent as possible ("(5) Profiling")...any ideas why this is happening?

Thanks!

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

    Hi,

    Please check the Insights tab of the email you'd like to send.

    Switch to the Delivery tab and check the "Blocked" and "Delivery failed" category.

    pastedimage1632473669457v3.pngpastedimage1632473672919v4.png

    It allows to show the exact reason why the email is blocked or failed to deliver.

    Please refer to the following section to find the corresponding error and how to solve it:

    Marketing email

    Or just reply me with the screenshot.

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