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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Inactive contacts in a...
Customer experience | Sales, Customer Insights,...
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Inactive contacts in a journey

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Posted on by Marco van der H 32
Dear Community,

Can you help me?

We have a segment of contacts. These are active and inactive contacts.

If we create a journey based on this segment, the emails to the active contacts will be sent neatly.

However, I can't see anywhere what happens to the inactive contacts. Does anyone know how this works?
 
Best Marco
  • Marco van der H Profile Picture
    Marco van der H 32 on at
    Inactive contacts in a journey
    Hi Rudy,

    Thanks for your comment.
    It's true that active contacts are not included in a journey.
    I had noticed this as well.

    The fact that an inactive contact is not in the jouney is good.
    I'm looking for the overview (within Dynamics) where I can see that.

    In my opinion, a user should be able to see this in the analytics of the journey.
    Now there is a difference between the infow of a journey and the number of members of a segment.
     
    Best Marco
  • Suggested answer
    RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    Inactive contacts in a journey
    Hi,
     
    Regarding your question, we searched the official Microsoft documentation. We came to the following conclusions.
    "Deactivated contacts won't receive any emails from journeys they may be participating in, but they might continue to be included in other actions, such as tasks and workflows."
     
    The document link is as follows.
    https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/known-issues#customer-journeys
     
    Meanwhile, we conducted the following tests to verify the conclusions of the document.
    1.Create a Contact and Deactivate

    2.Create a segment and include this contact

    3.Craete a journey and try to send a test email

     
    I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.
     
    Best Regards,
    Rudy Zhang

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