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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Unable to resend an em...
Customer experience | Sales, Customer Insights,...
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Unable to resend an email from a journey to an individual recipient in CI-J

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Posted on by CU03091316-0 128
In the old Outbound product, it was easy to resend an email if a recipient called in to have it resent due to accidental deletion, spam filtration, etc. All you needed was to go to the Contact Insight control, click the email in question and select "Send now". Then you could select a segment or enter a single email address. and have it resent.
 
In CI-J, using the tabbableInsightsControl, you can also get to the email, but when clicking "Send now", you can only select segments, not single emails. Has anyone found a workaround for this weakness in the new product?
Categories:
Dynamics 365 Customer Insights - Journeys
  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 6,634 Super User 2025 Season 1 on at
    Unable to resend an email from a journey to an individual recipient in CI-J
    Hello CU03091316-0,
     

    You've accurately identified a significant usability gap between the "Send now" functionality in Outbound Marketing and Customer Insights - Journeys (CI-J). The ability to resend an email to a single contact, a straightforward task in Outbound, is indeed missing in CI-J's tabbableInsightsControl.

    Understanding the Limitation:

    • CI-J's Segment-Centric Approach: CI-J is heavily focused on real-time, event-triggered journeys and audience orchestration through segments. The "Send now" functionality reflects this approach, prioritizing segment-based resends.
    • Lack of Individual Email Resend Option: The current design of the tabbableInsightsControl in CI-J does not provide an option to directly resend an email to a specific email address.

      •  

    Workarounds and Potential Solutions:

    1. Create a Temporary Segment (Recommended):

      • Steps:

        1. Create a new, temporary segment.
        2. Add a query block to the segment.
        3. Filter the segment to include only the specific contact who needs the email resent.
        4. Use the "Send now" functionality in CI-J's tabbableInsightsControl and select this temporary segment.
        5. Delete the temporary segment after sending the email. 

      • Pros:

        • Works within the existing CI-J framework.
        • Relatively simple to implement. 

      • Cons:

        • Requires creating and deleting a temporary segment, which can be cumbersome for frequent resends.

          •  
         

    2. Clone the Journey and Send to a Single Contact (Less Efficient):

      • Steps:

        1. Clone the original journey that sent the email.
        2. Modify the cloned journey to target only the specific contact.
        3. Run the cloned journey. 

      • Pros:

        • Ensures the email is sent with the same content and settings. 

      • Cons:

        • Inefficient and time-consuming, especially for frequent resends.
        • Creates unnecessary journey clutter.

          •  
         

    3. Power Automate (More Complex):

       

      • Steps:

        1. Create a Power Automate flow that triggers when a request is made (e.g., from a Canvas App or a button on the Contact form).
        2. In the flow, retrieve the email content from the original sent email.
        3. Use the "Send an email (V2)" action from the Outlook connector to send the email to the specific contact. 

      • Pros:

        • Automates the resend process.
        • Provides more flexibility. 

      • Cons:

        • Requires Power Automate knowledge.
        • Might not perfectly replicate the original email's formatting and tracking.
        • Requires additional setup and maintenance.  

    4. Client-Side JavaScript (Advanced):

      • Steps:

        1. Develop a custom JavaScript web resource that adds a "Resend Email" button to the tabbableInsightsControl.
        2. Use the Dynamics 365 Web API to retrieve the email content and send it to the contact. 

      • Pros:

        • Provides a more integrated user experience. 

      • Cons:

        • Requires JavaScript development skills.
        • Complex to implement and maintain.
        • Unsupported customization.

          •  
         

      5.  

    Recommendations:

    • Temporary Segment (Most Practical): For most scenarios, creating a temporary segment is the most practical and efficient workaround.
    • Power Automate for Frequent Resends: If you frequently need to resend emails, consider using Power Automate to automate the process.

    Important Notes:

    • Microsoft Feedback: Provide feedback to Microsoft about this limitation. Request that they add an option to resend emails to individual contacts in CI-J.
    • Feature Evolution: CI-J is a rapidly evolving product. Microsoft might address this limitation in future updates.

      •  

    By using the temporary segment workaround, you can effectively resend emails to individual contacts in CI-J, despite the current limitations.

     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Regards,
    Daivat Vartak

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