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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Sending an email via C...
Customer experience | Sales, Customer Insights,...
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Sending an email via Customer Journey - Blocked: "Contact consent not given (external)"

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Posted on by SEDE 110

Hi all,

We're working to get our Dynamics 365 instance set up, and we're nearing completion. We have some test accounts (real data from our employees) and we're trying to test sending a bulk email via a Customer Journey. When we run a simple email journey, the journey triggers and runs, but will not actually send any emails to users. Insights shows that the email sends are getting blocked due to "Contact consent not given (external)". I've checked and made sure all accounts have as much consent as possible ("(5) Profiling")...any ideas why this is happening?

Thanks so much!

  • cloflyMao Profile Picture
    cloflyMao 25,202 on at
    RE: Sending an email via Customer Journey - Blocked: "Contact consent not given (external)"

    Hi SEDE,

    It's glad that your problem has been solved.

    Thanks for sharing the solution.

    Rrgards,

    Clofly

  • Camilla Larsson Profile Picture
    Camilla Larsson 235 on at
    RE: Sending an email via Customer Journey - Blocked: "Contact consent not given (external)"

    I am going to try exactly the same thing. Good to hear that it worked for you :)

  • Suggested answer
    SEDE Profile Picture
    SEDE 110 on at
    RE: Sending an email via Customer Journey - Blocked: "Contact consent not given (external)"

    UPDATE:

    Not sure on the nuts and bolts or whys here, but long story short is we were able to get this to work. Despite having a contact with consent given in their profile form, the contact had to be added specifically to an active subscription with consent on the entry for that subscription. I'm happy to try to explain further if anyone needs guidance.

  • SEDE Profile Picture
    SEDE 110 on at
    RE: Sending an email via Customer Journey - Blocked: "Contact consent not given (external)"

    Thanks, Clofly.

    The journey goes live with no errors. When I check to see the results, within the KPI details I find that none of the emails actually sent, as they are blocked because of "Contact consent not given (external)".

    It doesn't seem to matter whether I have a Minimum Consent value or not. I initially did not but assumed it may help my issue to set one.

  • cloflyMao Profile Picture
    cloflyMao 25,202 on at
    RE: Sending an email via Customer Journey - Blocked: "Contact consent not given (external)"

    Hi SEDE,

    Do you mean you couldn't even go live a customer journey?

    Or emails to those contacts are all blocked. (You could find detailed reason for why emails not deliver here.)

    I have little using experience on doing marketing campaign based on consent level field,

    thus I need do further test of it for you.

    In each of my test, all contacts consent level are "(1) Consent", and I never set any value to Minimum consent field of customer journey.

    Anyway, it would be glad if you could figure out the issue and share solutions.

    Regards,

    Clofly

  • SEDE Profile Picture
    SEDE 110 on at
    RE: Sending an email via Customer Journey - Blocked: "Contact consent not given (external)"

    Hi Clofly,

    Thank you for the response! Yes, you are correct. This is in regards to a "contact."

    I have actually tried giving all 4 test contacts in my Customer Journey different levels of consent; none of them pass through. However, correct me if I am wrong, but shouldn't someone with a "5 Transaction" consent essentially also be giving consent for levels "1-4"? Otherwise you'd need to track 5 different types of consent for each contact.

    I did double-check my settings, making sure to test a journey with a matched consent (i.e. consent on a contact set to the same as in the journey) as well as one with contacts having a higher level of consent (i.e. consent on a contact level 5 with consent on the journey having a minimum of 1). Still no luck, unfortunately.

    I'll keep banging my head against a wall and will update here when I figure out what the issue is.

  • cloflyMao Profile Picture
    cloflyMao 25,202 on at
    RE: Sending an email via Customer Journey - Blocked: "Contact consent not given (external)"

    Hi SEDE,

    1. Is "account" in your question actually "Contact" entity? Because I didn't find consent field from Account entity.

    2. From description of the level of Consent, it seems that you should set Consent given field to "1 Consent" to make your test accounts could receive marketing email from a customer journey. 

    https://docs.microsoft.com/en-us/dynamics365/marketing/gdpr#overview-of-gdpr-features-in-dynamics-365-marketing

    pastedimage1587957461323v1.png

    3. Also, make sure whether you set minimum consent to the customer journey.

    https://docs.microsoft.com/en-us/dynamics365/marketing/gdpr#set-the-minimum-required-consent-level-for-a-customer-journey

    Regards,

    Clofly

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