Once a Contact is Deactivated or a Lead is Disqualified - does the email stay active?

(1) Share

Report

Posted on by ClientSpecialistJones

My company has Dynamics 365 Power Apps and I've come across brief details of Deactivating a Contact through Microsoft Learn courses and tried searching in Documentation to find https://learn.microsoft.com/en-us/power-apps/user/deactivate-activate-account-contact but I'm having trouble finding deeper details about what truly happens once a Contact is Deactivated or a Lead is Disqualified. I mainly use the Sales Hub app and am trying to build a case as to why we should use the "Deactivate" and "Disqualify" buttons.

Currently other staff that have access to Dynamics are instead creating new Accounts as housing buckets for Contacts and I've been tasked with 'cleaning-up' the system. For example, some Account Names we have are: Retired Do Not Market, Transition To Be Cleaned, Orphaned Lead. I've also found staff are deleting email addresses from these records, and it's not consistent.

1) Once a Contact is Deactivated, and our Marketing team sends out emails - would this person still receive that email?

2) Once a Lead is Disqualified, and our Marketing team sends out emails - would this person still receive that email?

3) Whether you're on a Contact or a Lead, there is a Details tab, and under Marketing Information, an option for Marketing Materials - Send or Do Not Send. Do I need to worry about going into each record before it's Deactivated or Disqualified and changing this to Do Not Send? I wasnt sure if this field was still set at Send, that regardless of their status if this says Send they're going to receive emails?

3a) What if the Campaign field is left blank for a Lead, would they still get emails once Disqualified?

3b) Or with a Contact, the Marketing only field is No, and they're Deactivated - would they still get emails?

In considering our Retired bucket, I have also come across work email addresses for X Contact, where that person is still somehow able to access that email account, and they are still opening emails we send. Makes me wonder if this person is truly even retired or we have them in the wrong Account...

Another item to consider that I know is important to our company President, with us being in Healthcare, not only do we sell solutions B2B, but we also offer Education & Training by create/selling books and offer online courses for Continuing Education credits. I can imagine our President saying they still want these people to get emails, even if they aren't the right target for our services (if we Disqualify a Lead), but they may still want to buy a book or take a course - and we still want to send them emails.

Can anyone please share links or how-tos on what truly happens once a Contact is Deactivated or a Lead is Disqualified?

Maybe I'm searching for the wrong Terms in Microsoft Learn and that's why I can't find specific modules on what these terms mean?

Any help/direction is appreciated.

All responses (8)

Answers (2)

Naveen Ganeshe 3,393 User Group Leader on at

Like (0)

Report

RE: Once a Contact is Deactivated or a Lead is Disqualified - does the email stay active?

Great. Good to know that It helped you :)
ClientSpecialistJones 5 on at

Like (1)

Report

RE: Once a Contact is Deactivated or a Lead is Disqualified - does the email stay active?

Appreciate the time it took you to respond Naveen, this is excellent and exactly what I was looking for! Thank you
ClientSpecialistJones 5 on at

Like (0)

Report

RE: Once a Contact is Deactivated or a Lead is Disqualified - does the email stay active?

Thank you - this is good to know! I have a call w/ our Marketing Dept next week.
Verified answer

Naveen Ganeshe 3,393 User Group Leader on at

Like (3)

Report
RE: Once a Contact is Deactivated or a Lead is Disqualified - does the email stay active?

Hello,

Once a Contact is deactivated, they will not be included in any dynamic marketing lists, and will not receive any mass emails sent through marketing campaigns. However, if you send an email manually or through a workflow to the deactivated contact, they will still receive it.

Once a Lead is disqualified, they will not be included in any dynamic marketing lists and will not receive any mass emails sent through marketing campaigns. However, if you send an email manually or through a workflow to the disqualified lead, they will still receive it.

You do not need to worry about changing the "Marketing Materials" field to "Do Not Send" before deactivating or disqualifying a record. This field will be ignored for deactivated or disqualified records, so they will not receive any marketing emails regardless of the setting.

3a) If the Campaign field is left blank for a Lead, they will not be included in any marketing campaigns and will not receive any mass emails.

3b) If the Marketing Only field is set to "No" for a Contact and the Contact is deactivated, they will not be included in any dynamic marketing lists and will not receive any mass emails sent through marketing campaigns.

Regarding your question about using the "Deactivate" and "Disqualify" buttons, it's good that you're trying to clean up your system and get rid of unnecessary data. Using these buttons ensures that deactivated or disqualified records are not included in any marketing campaigns, which can help prevent sending unwanted emails to people who are no longer interested in your products or services. However, it's important to have clear communication with your marketing team and other stakeholders to ensure that everyone is aware of the implications of deactivating or disqualifying records.

Regarding your question about "Retired Do Not Market, Transition To Be Cleaned, Orphaned Lead" buckets and deleting email addresses, it's important to have a consistent approach to managing these types of records and to ensure that the right data is kept and that the data is accurate. If you're finding that email addresses are being deleted or that there are inconsistencies in how records are being managed, you may want to consider implementing a data governance strategy to help ensure that data is being managed consistently and correctly.

Regarding your question about Continuing Education credits and the President's wish to send emails even if they aren't the right target for services, it's important to have a clear strategy in place for how to handle this type of scenario. One option could be to create a separate marketing list for Continuing Education contacts and only include those contacts in campaigns for education and training materials.
Verified answer

Leah Ju Microsoft Employee on at

Like (2)

Report

RE: Once a Contact is Deactivated or a Lead is Disqualified - does the email stay active?

Hi Partner,

1.Is the email sent from D365?,Is the email sent a general activity email or a marketing email?

(1) For general activity emails, deactivated contacts and disqualified Lead can still receive emails.

(2) For marketing emails, they will be blocked if the contact is deactived.

2.For the Marketing Materials field, it has nothing to do with whether or not the email is sent.

It's description: Select whether the contact accepts marketing materials, such as brochures or catalogs. Contacts that opt out can be excluded from marketing initiatives.

3.For Marketing only field.

You can use a flag on the contact entity called “marketingonly.” This will differentiate contacts that have been automatically generated (marketing-only) from other types of contacts.

4.You should notice another field--Email, which on the 'CONTACT PREFERENCES' section under Details tab.

Email: This setting is part of the standard contact entity (it isn't added specifically for Marketing). It controls whether any Dynamics 365 app (including Marketing) can send any type of email to this contact, including both commercial and transactional messages.

https://learn.microsoft.com/en-us/dynamics365/marketing/manage-customer-information#use-contacts-to-manage-customers

Test:
Pradeep Rai 5,482 Super User 2025 Season 1 on at

Like (0)

Report

RE: Once a Contact is Deactivated or a Lead is Disqualified - does the email stay active?

Hi,

We can add filter in segment as shown below:

Suppose, initial contact A is active and later we deactivated that then Contact A will be remove from dynamic segments.

Thank You,
Pradeep Rai.
ClientSpecialistJones 5 on at

Like (0)

Report

RE: Once a Contact is Deactivated or a Lead is Disqualified - does the email stay active?

Thanks - that might help with marketing segments, but doesnt answer anything about Deactivating records.
Pradeep Rai 5,482 Super User 2025 Season 1 on at

Like (0)

Report

RE: Once a Contact is Deactivated or a Lead is Disqualified - does the email stay active?

Hi,

In marketing customer journey runs based on the segments data and in segment we can define the custom filters to exclude/include contacts.

Please below link for creating dynamic customer journey.

https://learn.microsoft.com/en-us/dynamics365/marketing/create-segment

Thank You,
Pradeep Rai.