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Dynamics 365 Community / Forums / Customer Insights - Journeys forum / Transactional email bl...
Customer Insights - Journeys forum

Transactional email blocked due to 'unsubscribe'

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Posted on by elisak 55

Hi,

Based on this instruction (https://docs.microsoft.com/en-us/dynamics365/customer-engagement/marketing/prepare-marketing-emails#set-the-legal-designation-to-identify-each-message-as-either-commercial-or-transactional) transactional email should be sent if Contact has allowed email but disallowed Bulk Email. However upon testing, my transactional email keeps on getting blocked due to 'Contact unsubscribed'. Any idea what is going on? Thanks in advance! -elisa

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  • Abhinav Sunku Profile Picture
    Abhinav Sunku 350 on at

    Hello Elisa,

    As per my test, I just checked that the Transactional email is working fine, and have not faced any issue of blockage and Email is received.

    comtrans.PNG

    Could you please share more details on the steps that you have followed, so that we can investigate further.

    Best regards,

    Abhinav sunku.

  • elisak Profile Picture
    elisak 55 on at

    Hi,

    I have two contacts, one for my work email and one for my personal email. The one to my personal email has 'Bulk email' set to 'Do not allow'. I have tried several sends but I receive both Commercial and Transcationals only to my work email. No emails to my personal email.

    - I created a segment with the two contacts

    - I created an email that is set to Transactional and removed link to subscription center

    - I created a Customer Journey with segment and email send

    - I timed to send asap

    - I received email to work email, none to personal

    - I checked Journey statistics and it shows my personal email in Incomplete journeys > Contact Unsubscribed 1

    I have tested several times and created several emails, segments and journeys as reusing any might skew stats.

    I don't know how to add in pictures here. Please advise! -elisa

  • Suggested answer
    Aga M Profile Picture
    Aga M Microsoft Employee on at

    Hi elisak,

    Thank you for the question!

    I will PM you so that you can share the screenshots via an email with me and we will investigate it. 

    Best Regards,
    Aga

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