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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / How to 'unsubscrib...
Customer experience | Sales, Customer Insights,...
Suggested Answer

How to 'unsubscribe' contacts from Segment-based Customer Journey

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Posted on by KVM7

Hi everyone,

I have a question regarding a Customer Journey at a customer of ours. The question is:

At the moment there is a (Live) Customer Journey based on a Dynamic Segment. No Suppression Segment is configured.

The customer asks us/me: what if someone doesn't want to receive our emails anymore? How do they 'unsubscribe' from this one specific Customer Journey?

I immediately thought of a Suppression Segment, but you can't configure one if the Customer Journey is already in Live state. Stopping and recreating the Customer Journey is also not a possibility, since there are already 200+ contacts halfway through the journey.

Do any of you know how I can fix this problem? I can't get my head around it...

Kind regards

  • Suggested answer
    Gaju G Profile Picture
    Gaju G Microsoft Employee on at

    Hi, from the point of view of the customer receiving the emails, they are not aware of which journey they are in. They would most likely want to unsubscribe to certain types of email. For that it would be best to use the subscription center so that the person can subscribe to emails they are most interested in: docs.microsoft.com/.../set-up-subscription-center

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