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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / If/then email opened b...
Customer experience | Sales, Customer Insights,...
Suggested Answer

If/then email opened branch doesn't catch opens

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Posted on by AndersRos 12

Hi,

I have a workflow in Realtime Marketing, with a reminder email 2 weeks after the initial send, to those in the segment that haven't opened the email.

pastedimage1675865121604v1.png

But the If/then branch doesn't catch any of the opens. The email interaction panel shows that 15 of 20 recipients have opened the email.

pastedimage1675865244206v2.png

Hope someone can pinpoint where things go wrong.

I have the same question (1)
  • Suggested answer
    Eiken Profile Picture
    Eiken Microsoft Employee on at

    Hi,

    When create the Journey and add the If/then branch, you should set the Time limit.

    It means the time limit about this condition and the default time is a day.

    Once this time exceeded, the flow will flow to No.

    pastedimage1675924100668v1.png

  • AndersRos Profile Picture
    AndersRos 12 on at

    Hi Eiken,

    The Time limit is set to 14 days, so that's not the issue.

    The Email opened trigger doesn't register any opens. The email interaction panel shows that 15 of 20 recipients have opened the email.

    Best regards

    Anders

  • Suggested answer
    Eiken Profile Picture
    Eiken Microsoft Employee on at

    Hi,

    Have you solved the problem now.

    I ran many tests to reproduce your solution but failed.(The email opened will flow to "Yes")

    Maybe there is something wrong with the system.

    By the way, is your analytics from the action "send an email" which is before the bench.

    pastedimage1676337310361v2.png

  • AndersRos Profile Picture
    AndersRos 12 on at

    Hi,

    No, the problem persists. It seems that there is something wrong with the system or the initial setup.

    Best regards

    Anders

  • AndersRos Profile Picture
    AndersRos 12 on at

    Found the issue, and fixed it.

  • Eiken Profile Picture
    Eiken Microsoft Employee on at

    Hi Ander,

    Can you share your solution if it's convenient?

    It may help others with the same problem.

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