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Emails weren't sent in the customer journey. What could have happened here?

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I scheduled the customer journey to run today but it didn't send the email to the contacts from a segment and it says that it stopped.

Please see the screenshot below:

Customer-Journey-Stopped-Adding-contacts.png

Note: Both marketing email and segments are still live when I checked.

  • Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    RE: Emails weren't sent in the customer journey. What could have happened here?

    Hi Partner,

    Have any updates?

    Please feel free to contacts me if you have any questions!

    Could you click 'Yes' under title to close the thread if my answer is helpful!

    Thanks in Advance! :)

  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    RE: Emails weren't sent in the customer journey. What could have happened here?

    Hi Emmanuel,

    Based on your screenshot, it shows that these contacts are stopped in designer insights:

    pastedimage1678441812920v4.png

    It means that contacts that have already entered the tile but stopped due to some reasons.

    There are three reasons that a contact might get stopped at a tile during a journey:

    (1) they unsubscribed from the mailing list targeted by the journey

    (2) they got added to the journey's suppression segment

    pastedimage1678442018774v6.png

    (3) they lowered their consent level below the minimum threshold set for the journey.

    The stopped value is also displayed as the second value above the tile in the pipeline. Some tile types provide a Save as segment button pastedimage1678441496122v2.png here; select this button to generate a segment that includes all contacts that were stopped at this tile in the journey.

    You can see a detailed breakdown of which contacts were stopped here and why by going to the Incomplete journeys view.

    pastedimage1678442002675v5.png

    Refer to the Microsoft documentation for more details:

    https://learn.microsoft.com/en-us/dynamics365/marketing/insights#designer-insights 

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