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Customer Insights - Journeys forum

Customer Journey Issues Email Not Sending

Posted on by 16
We scheduled an email through Customer Insights - Journeys and had a couple of exclusions added. This is our 2nd send from RTM and, for some reason, no one in the segment entered the journey despite there being about 80k. I reviewed the setup and didn't see any issues. The activation date was in the future at the time the journey was activated, not everyone in the audience was a member of any of the segments we are excluding, we haven't sent any emails in the past week so we know it's not a frequency cap issue. Is there anything else I should be looking at?
UPDATE: For some reason, when we are using the branch and separate the sends depending on audience, it's causing the journey to not work which is not ideal for drip campaigns. Is this a bug?
Thank you in advance!
  • Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Customer Journey Issues Email Not Sending
    I didn't reproduce your problem.
    In my testing, the journey ran as expected.
    The number of contacts for the audience segment of my journey is 144.
    The number of contacts excluded by the segments is 29.
    It is recommended that you raise a support ticket for further assistance.
    Best Regards,
    Dengliang Li
  • BeverlyBenito Profile Picture
    BeverlyBenito 16 on at
    Customer Journey Issues Email Not Sending
    Thanks Dengliang!
    Our monthly quota hasn't been reached yet
    Here's the flow:
  • Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Customer Journey Issues Email Not Sending
    1.Please check that the journey time zone is your local time zone.
    If the time zone is set incorrectly, even in the future, it can cause the journey to start much later than expected.
    2.Please check whether your interaction quota for the month has been reached.
    Could you provide a screenshot of your journey, including Exclude by segments, time zone, etc.?
    Best Regards,
    Dengliang Li

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