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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / 2nd email in Customer ...
Customer experience | Sales, Customer Insights,...
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2nd email in Customer Journey is "stalled"

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Posted on by BCas 5

Hi - we have set up a simple customer journey series of 6 emails which we are testing. 

Each email is set up to go one after the other (currently with a 2 hour delay for testing but this will be 2 days on go live) with no other conditions i.e every contact will get all 6 emails in sequence. 

Email 1 in the sequence went on time. But email 2 is "stalled" and has been showing as processing for ovr 24 hours now. Both emails are set up the same - and are both "live". Are there any ways to troubleshoot the issue. I have looked through the documentation and forum but it is difficult to find a potential answer to this. 

DynamicsIssue.png

Thanks  

  • cloflyMao Profile Picture
    cloflyMao 25,198 on at
    RE: 2nd email in Customer Journey is "stalled"

    Hi Brian,

    If the issue still exists, please raise a support ticket for further assistance.

    Regards,

    Clofly

  • BCas Profile Picture
    BCas 5 on at
    RE: 2nd email in Customer Journey is "stalled"

    Thanks for your feedback Clofly - there are no details on blocked or failed sends on the data. And no sign of this in junk etc.

    We will try running this one again.

    Brian

  • Suggested answer
    cloflyMao Profile Picture
    cloflyMao 25,198 on at
    RE: 2nd email in Customer Journey is "stalled"

    Hi BCas,

    I set up a similar customer journey as yours, both of emails were delivered as expected.

    pastedimage1606352533157v1.png

    My suggestion:

    Select the 2nd email tile and click Data(right panel) > "View details" > Delivery to check whether the 2nd one was blocked or failed to be delivered, and check mailbox of recipient if necessary to confirm if the email was moved to junk folder.

    If no data can be found in email insights, run another same journey again to test whether the issue would be reproduced again, if the issue still occurs, raise a support ticket for further assistance.

    Regards,

    Clofly

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