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Dynamics 365 Community / Forums / Customer Insights - Journeys forum / Response time
Customer Insights - Journeys forum

Response time

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Posted on by Community Member

From filling out a form to a simple Customer Journey with Dynamic Segments -> E-mail, it takes Dynamics up to 40 minutes to send an e-mail to the customer. Is anyone else experiencing this and are there ways to optimize response time?

Categories:
Customer Journey Design
Segmentation
I have the same question (0)
  • Community Member Profile Picture
    Community Member on at

    Hi Megan we are experiencing the exact same issue as MDFMWLS. What was the result with the number of parameters you mentioned on the 11 December 2018?  Our emails are also going out with an hour delay, which is certainly not real time.

    Thanks

    Georgie

  • JJPW Profile Picture
    JJPW 115 on at

    Can you please reply with more information regarding the "number of parameters which impact mail sending times." Which parameters and what are their impacts?

  • Suggested answer
    megcda Profile Picture
    megcda 2,192 on at

    This was looked into to make sure nothing else was impacting and it is was closed as by design.  D365 for Marketing doesn't necessarily send out email immediately, there are a number of parameters which impact mail sending times.

  • megcda Profile Picture
    megcda 2,192 on at

    MDFMWLS, I'm sorry that you're seeing such a lag in performance with the email.  We have recently released some performance improvements and have more in the coming months.  However what you are describing seems unusually slow.  Could you please reach out to me via email to meg@med03.onmicrosoft.com so that I can get some additional information regarding your customer's instance and can get a live site incident opened to investigate?  If you put "MDFMWLS - Slow Segments' in the Subject line, I will keep an eye out for it.

  • Community Member Profile Picture
    Community Member on at

    Thank you for your replay. Yes, the Instance Geo is the same with our working area.

    We were working hard with our support team to fix this issue. We've come to the conclusion, that it can't be a performance flaw. When one of our customers ist filling out a form, we can find her/him almost instantly in the contacts list.

    *But the Dynamic Segments refresh exactly every 60 minutes*

    Thats why it takes so long for the response email being send to the customer, because the dynamic segments are just way to slow.

    Up to 1 Hour response time between interaction and reply is unacceptable for our customer experience. Until now we couldnt find any way to alter the refresh rate of dynamic segments.

    Do you think there is a solution without rebuilding this with Flow?

  • Johnny Gong Profile Picture
    Johnny Gong 6,482 Moderator on at

    Hi MDFMWLS,

    Does your Instance Geo same with your current working area? 

    In addition , This post would help you on reducing response time to inquiries from Marketing and Communication Integration.

    Hope it would help.

    Regards

    Johnny

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