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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / The email is getting t...
Customer experience | Sales, Customer Insights,...
Suggested Answer

The email is getting triggered to the contact even though the customer journey is INACTIVE .

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Posted on by Dynamics marketing App Microsoft Employee

Hi Team,

  • When Segment and Customer journey are inactive and say we make segment live on a future date, if any contact which satisfies the query condition, the email is getting triggered to the contact even though the customer journey is INACTIVE, is this a bug in the product?

Thanks,

M Muragaiah.

I have the same question (0)
  • cloflyMao Profile Picture
    cloflyMao 25,210 on at

    Hi Muragaiah,

    Email will only get triggered to deliver when the customer journey goes live, stopped journey will stop processing new contacts.

    please check whether there is existing live journey which is still functioning and includes the segment with query conditions.

    In addition, will the issue reproduce if you run a new simple customer journey again?

    Regards,

    Clofly

  • Suggested answer
    Aga M Profile Picture
    Aga M Microsoft Employee on at

    Hi Muragaiah,

    Emails should only be sent when the customer journey is live and running.
    If you observe that emails are sent even though your journey is inactive, please create a Support Ticket and our team will investigate the issue.

    Thank you,
    Aga

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