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Customer experience | Sales, Customer Insights,...
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Customer Journey Delayed by 8940 Minutes??

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I recently launched a customer journey to send a welcome email to prospects who fill out certain forms on our site. I'm using swimlanes for each different form and using the same welcome email for each swimlane. My journey has warnings that say "This journey uses the same email message multiple times." but that's intended behavior for this particular program, and "This customer journey includes one or more triggers that depend on the emails being delivered. In rare scenarios, emails may be remote bounced back for a contact, meaning that the delivery failed although it was actually reported as successful. In these cases, the rest of the customer journey will still be executed for that contact." 

The program shows that it's live, but there's a message that says it's delayed by 8940 minutes (highlighted in the screenshot). Any idea why that is? The forms that are in this program have not been filled out yet, so I don't know if the issue will resolve once they're live and start getting submitted, or if there's something else that has to be done to make this journey work correctly. d365-community-picture.png

  • DWC Profile Picture
    DWC 51 on at
    Customer Journey Delayed by 8940 Minutes??
    I'm guessing your using Realtime Marketing with the start of the Journey being a trigger as the entry point?  In which case did you check the start & end date for it along with the timezone?
    If your using Outbound Marketing (which i personally have a lot more experience with) - did you check the start & end date\time along with the timezone (under 'General' tab) of the Journey, and did you also look at the schedule of the emails themselves?

    Most of the time we see delays (with Outbound Marketing), its because people had set the start\end dates & timezone wrong on the journey - or they did something like schedule an email to send for on a Sunday, while the customer Journey wouldn't begin till the Monday (so the journey has to then wait till the following Sunday to send the email).
  • SamiraM Profile Picture
    SamiraM 571 on at
    RE: Customer Journey Delayed by 8940 Minutes??

    Hi,

    I think issue with email server. Best will be to copy the journey and start all over again.

    Regards

    Samira

  • Suggested answer
    Haig Liu Profile Picture
    Haig Liu Microsoft Employee on at
    RE: Customer Journey Delayed by 8940 Minutes??

    Hi khap,

    Delays may be caused by the backend or the server.
    Please try saving the journey as a template to create a new journey of the same.
    If there is still a problem, please raise a support ticket.

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