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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Merge contacts who are...
Customer experience | Sales, Customer Insights,...
Answered

Merge contacts who are in a journey

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Posted on by Sunilkumar 104
 
A contact is in segment that trigger a journey While the contact is in the journey a user merge duplicates and the contact which is in the journey is deactivated. 
 
Result: The contact does not get next email from journey.
 
How can we avoid this problem?
 
 
 
  • Verified answer
    Fiona_Tiernan Profile Picture
    Fiona_Tiernan 462 Moderator on at
    Good morning,

    Emails to inactive contacts will always be blocked as by design only active contacts are allowed to receive messages.

    To avoid this problem, ideally the primary Contact record selected during the merge would be the one that is being targeted in the current journey.

    To easily identify where this has occurred to date, I would advise querying a segment based on the 'Email blocked inactive content' criteria, and you can then manually re-activated these and merge as required, or wait until all your journey steps are complete.

    If this answer was helpful, please consider marketing it as verified  :)

    Kind regards,
    Fiona
     

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