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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Assistance with Subscr...
Customer experience | Sales, Customer Insights,...
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Assistance with Subscription Settings

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Posted on by Alysia 5

Hi Support,

We have installed Dynamics 365 Marketing and we do not have a Microsoft Partner.

We are having trouble getting the functionality of the subscription/unsubscription to work via Outbound Marketing.

We understand how to set up an email template, customer journey and connect to a subscription list or segment and sucessfully send an error free campaign.

But if a contact within a subscription list recieves an email and unsubscribes the system does not register it and update the contact records.

Could someone assist by explaining step by step how this process should be set up from the beginning?

Kind regards,

Alysia

I have the same question (0)
  • Suggested answer
    Steve Zhao2 Profile Picture
    Steve Zhao2 Microsoft Employee on at

    Hi Alysia,

    Do you add the subscription list into your subscription center marketing form?

    Please check the following blog:

    Setting Up Your Custom Subscription Page In D365 Marketing (meganvwalker.com)

  • Alysia Profile Picture
    Alysia 5 on at

    Hi Steve,

    Yes, I believe so but how can I check if it has been done correctly?

    We know email marketing works except the unsubscribe button does not unsubscribe a contact.

    If we were to check every setting that may affect the subscription/unsubscription of a contact where would we start?

    Thank you,

    Alysia

  • Carrie Garner Profile Picture
    Carrie Garner 60 on at

    Hi There,

    Have you set up your subscription centre on a subscription page and referenced it in the content settings and are you using a dynamic field referencing that content setting in your emails to reference this? Then also check that you are changing your content settings to the correct one in the Summary on your journey? Also check if your emails are marked transactional or commercial - the latter needs the content settings link but the former can be a URL. Then if you are still getting errors, you may need to double check some of your consent settings and GDPR configuration. Did you do this when you set it up?

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