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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Second Custom Email Do...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Second Custom Email Domain stops emails being received

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Posted on by JamieR 10

Hi All, 

Hoping someone can help here.

We have been using Customer Voice successfully for 6 months with a customized send from email. This week we have added a second domain to Customer Voice, but now emails are not being delivered to invitees unless we use the MS provided send from - although Customer Voice is showing them as 'sent'. 

Any ideas?

I have the same question (0)
  • Suggested answer
    Welly Lee Profile Picture
    Welly Lee Microsoft Employee on at

    JamieR -- can you send your survey URL to customervoice@microsoft.com along with your custom email address?

  • JamieR Profile Picture
    JamieR 10 on at

    Hi Welly,

    I sent an email to that address and my IT team have also been in contact with support but this still isn't resolved. This is really frustrating as we are currently unable to issue out surveys, we are looking at a potential work around to send the generated URLs manually however this is far from ideal!

    Is there anything you can do to help here please?

  • Rik Roy Profile Picture
    Rik Roy Microsoft Employee on at

    Hi Jamie,

    I will check with the team and revert.

  • Ashish Saini Profile Picture
    Ashish Saini Microsoft Employee on at

    Hi Jamie,

    Can you please provide a suitable time for a quick call?

    Please drop an email to assaini@microsoft.com and richowdh@microsoft.com with details. we can quickly solve the issue.

  • JamieR Profile Picture
    JamieR 10 on at

    Thank you Ashish, I have emailed you.

  • Suggested answer
    JamieR Profile Picture
    JamieR 10 on at

    Hi,

    Thanks to Ashish & Rik for finding the fix!

    TLDR: Don't set display name of email account to the email address!

    To close the loop on this, and for anyone experiencing the same issue. The display name in the Azure admin center was set to the email address we were using, for some reason this stops the sending of emails.

  • Humphrey Geldof Profile Picture
    Humphrey Geldof 5 on at

    Thanks for sharing. We had the same issue and could not find the issue. Your post helped us resolve the issue.

  • Arjun N Profile Picture
    Arjun N Microsoft Employee on at

    Hi Humphrey,

    Can you drop an email with your tenant id, custom emails your configured to the email address customervoice@microsoft.com so that we can investigate ?

    Thanks,

    Arjun

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