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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Emails are not sending...
Customer experience | Sales, Customer Insights,...
Answered

Emails are not sending via customer insight - journeys

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Posted on by jwcpc 272
Hi - we've setup a very simple batch email journey:
 
Segment (404 contacts) > Wait step 1 hour > Send email
 
It was set to go live at 11am BST. It is showing as live, but no contacts are showing in the journey and no emails have been sent. Anybody else experiencing these issues?
Categories:
Dynamics 365 Customer Insights - Journeys
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  • Verified answer
    jwcpc Profile Picture
    jwcpc 272 on at
    Emails are not sending via customer insight - journeys
    This seems to have been resolved, the emails started sending about 8 hours after scheduled. I checked all the TZ settings and these were correct so guessing it was a system blip, not sure if it was just our instance.
  • Suggested answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,833 Super User 2025 Season 2 on at
    Emails are not sending via customer insight - journeys
    Hello jwcpc,
     

    Yes, it sounds like you've encountered a situation where a Real-time Marketing journey isn't processing contacts or sending emails as expected. This can be due to several reasons. Let's troubleshoot some common causes:

    Troubleshooting Steps:

    1. Segment Evaluation Status:

      • Go to your segment.

      • Check the Status of the segment. Is it "Live"?

      • Look at the Members tab. Does it show the expected 404 contacts as members of the segment? If not, there's an issue with the segment definition. 

    2. Journey Status and Insights:

      • Open your journey.

      • What is the Status of the journey? It should be "Live."

      • Go to the Insights tab of the journey.

      • Check the "In flow" tile. Does it show any contacts entering the journey? If it's zero, the segment isn't feeding contacts into the journey.

      • Look at the "Email tile" insights. Are there any "Processed," "Sent," "Failed," etc., numbers showing? If not, the journey isn't even attempting to send emails. 

    3. Error Checking in the Journey:

      • On the journey canvas, check for any red error indicators on the tiles (segment, wait, email). Hover over them to see if there's an error message. 

    4. Consent Settings:

      • Email Consent: Ensure that the contacts in your segment have given the necessary consent to receive marketing emails for the purpose you're using in the journey. Real-time Marketing enforces consent strictly. Check the consent records for your contacts.

      • Journey Purpose: Verify the marketing purpose configured for your journey aligns with the consent of your contacts. 

    5. Email Configuration and Health:

      • Go to Customer Insights - Journeys > Settings > Email marketing settings > Default settings. Check the default sender and domain authentication status.

      • Review the overall health of your email sending in the settings. 

    6. System Status:

      • Occasionally, there can be service-wide issues. Check the Microsoft Dynamics 365 Status page to see if there are any reported outages or issues affecting Customer Insights - Journeys in your region. 

    7. Wait Step Configuration:

      • Your wait step is set for 1 hour. If the journey just went live at 11 am BST, the contacts would only start moving to the "Send email" tile around 12 pm BST. Have you checked the journey insights after the wait period should have elapsed? 

        •  

    Based on your description ("showing as live, but no contacts are showing in the journey"), the most likely issue is that the segment isn't feeding contacts into the journey.

    To help me narrow down the cause, could you please check:

    • The member count of your segment?

    • The "In flow" count on the journey's Insights tab?

      •  

    Let me know what you find, and we can proceed with more specific troubleshooting steps. You're not alone; these things can sometimes have a hiccup!

     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Regards,
    Daivat Vartak
  • Suggested answer
    Eugen Podkorytov Profile Picture
    Eugen Podkorytov 164 on at
    Emails are not sending via customer insight - journeys
    Hi, 
    do you see any issues on the e-mail oder journey analytics?
     
    Also check the content settings. Sometimes I see clients that indicated a different time zone.

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