web
You’re offline. This is a read only version of the page.
close
Skip to main content

Notifications

Announcements

Community site session details

Community site session details

Session Id :
Customer experience | Sales, Customer Insights,...
Suggested Answer

2nd email in Customer Journey is "stalled"

(0) ShareShare
ReportReport
Posted on by 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  

I have the same question (0)
  • Suggested answer
    cloflyMao Profile Picture
    25,210 on at

    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

  • BCas Profile Picture
    5 on at

    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

  • cloflyMao Profile Picture
    25,210 on at

    Hi Brian,

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

    Regards,

    Clofly

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Congratulations to our 2025 Community Spotlights

Thanks to all of our 2025 Community Spotlight stars!

Leaderboard > Customer experience | Sales, Customer Insights, CRM

#1
Tom_Gioielli Profile Picture

Tom_Gioielli 108 Super User 2025 Season 2

#2
TAHER_El_Mehdi Profile Picture

TAHER_El_Mehdi 30

#3
Satyam Prakash Profile Picture

Satyam Prakash 24

Last 30 days Overall leaderboard

Product updates

Dynamics 365 release plans