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Dynamics 365 Community / Forums / Customer Insights - Journeys forum / Multiple Contact Details
Customer Insights - Journeys forum

Multiple Contact Details

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Posted on by Chris Miles 10

Hi, 

We are building a solution that will integrate with a database which has multiple contact details (phone, email, address, etc) from multiple sources for the same contact. This data is external read only data and is not the source of truth. We also need to define specific email addresses (personal and business) for different marketing lists and purposes. For example, we want to email all employees of a client with a service related requests. But product related emails should go to their personal email address.

I was thinking we would create a custom entity to hold Contact Details, or use the address entity, to store all known details and their source. Then have a logic to update the out of the box fields to emailaddress_1 = Primary, emailaddress_2 = Business, emailaddress_3 = Personal.

Utilising Dynamics 365 Marketing can you choose to use more than the emailaddress_1 for marketing lists?

What would be best practice for handling such data and logic? Any thoughts on how to tackle this?

Categories:
Email and Office Integration
Customization / Solutions / SDK and API
  • d_radulova Profile Picture
    d_radulova 2 User Group Leader on at
    RE: Multiple Contact Details

    @ShaileshJain, thanks for sharing. The link you posted was a great reference point and did shed some light on an area which I think sadly is not very well known in marketing, hence very underused.

    Thanks for sharing again.

  • Suggested answer
    ShaileshJain Profile Picture
    ShaileshJain on at
    RE: Multiple Contact Details

    D365 Marketing does not use marketing lists directly but only the contact entity that segments and lists yield.

    you can use dynamic content in target contact address e.g. contact.fieldX - so its upto your implementation how/where you want to bring in the "master" email address.  Similarly it would be your segmentation logic on which of the fields you want to use, and when e.g. based on account types, use emailaddress1.

    [View:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/marketing/email-properties#set-sender-and-receiver-options:750:50]

    To address: This should almost always be set to {{ contact.emailaddress1 }}, which sends the message to each contact included in the customer journey that sends the email. You might change this to use a different email address field (such as emailaddress2), or enter a dynamic expression that chooses the best of several available email fields.

    BTW, my recommendation would be to keep the business logic of determining the best email address as workflows, so that master contact data is clean, and D365 Marketing is agnostic of how/why a specific email address was populated.

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