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Dynamics 365 Community / Forums / Customer Insights - Journeys forum / Contact has unsubscrib...
Customer Insights - Journeys forum
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Contact has unsubscribed, where I can find the actual "action"?

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Posted on by Teppo Riutanheimo 35

Hi,

Our customer is using Dynamics 365 for marketing and some internal users aren't getting the emails.

The Customer Journey adds the user to the dynamics segment and sends it, but in insights the contacts end up to "contact unsubscribed" - list.

However we can'f find any details when those users have pressed the unsubscribe link. As the are working for the customer they should receive the emails.

Where we can find the record/information that blocks the email and how we can fix this?

Best Regards,

Teppo

Categories:
Customer Journey Design
  • Eddie Telfast Profile Picture
    Eddie Telfast 172 on at
    RE: Contact has unsubscribed, where I can find the actual "action"?

    I've got this issue too.  In my case one of my own email accounts 'unsubscribed' from an email despite me never doing so. Allow is selected for all my fields on details tab.

    What is causing this?!

  • Teppo Riutanheimo Profile Picture
    Teppo Riutanheimo 35 on at
    RE: Contact has unsubscribed, where I can find the actual "action"?

    Hi,

    No, I haven't found any solutions.. I did make a new marketing page ja form (landing page) that the users have filled out to get the messages again.

  • Gabor N. Profile Picture
    Gabor N. 10 on at
    RE: Contact has unsubscribed, where I can find the actual "action"?

    Hi,

    It looks like I have the same problem. We have some users who get blocked by customer journeys, both email, and bulk email fields are set to allow for them.

    Did you figure out a solution for this?

    thx

  • Teppo Riutanheimo Profile Picture
    Teppo Riutanheimo 35 on at
    RE: Contact has unsubscribed, where I can find the actual "action"?

    Hi,

    I had my summer holiday and finally had the time to go through all the answers.

    We are sending marketing emails as there are also end customers receiving the email. All consent flags are set to allow.

    Bregs,

    Teppo

  • Teppo Riutanheimo Profile Picture
    Teppo Riutanheimo 35 on at
    RE: Contact has unsubscribed, where I can find the actual "action"?

    Hi,

    sorry that my answer has taken so long time, but I was on my summer holiday. The contact has both email preferences as "Allow".

    Bregs, Teppo

  • Daniel H Profile Picture
    Daniel H 130 on at
    RE: Contact has unsubscribed, where I can find the actual "action"?

    That's the same idea that I have, but it's not E-Mail -do not allow- but Mass Emails - do not allow -. Teppo, could you check this on your contacts? By the way, this will not block the contacts to go into the dynamic segment, but dynamics marketing will block them during the customer journey automatically.

    Best regards,

    Dainel

  • Gautam_Shandilya Profile Picture
    Gautam_Shandilya 45 on at
    RE: Contact has unsubscribed, where I can find the actual "action"?

    You can find it in contact's detail Tab, where it will be marked as "Email- do not allow".

    It means that contact has unsubscribed from your email.

    Thanks

  • SEDE Profile Picture
    SEDE 110 on at
    RE: Contact has unsubscribed, where I can find the actual "action"?

    Hey Teppo,

    I'd love to know if you ever get a real answer here! We are essentially having the same issue, where users can click an unsubscribe link, but we have absolutely no way of knowing except to send an email and see if it gets blocked. We asked the vendor who set this up for us and simply got an unhelpful "Dynamics doesn't store this information" answer.

    Luckily, we are able to use the Transactional topic to send our emails and punt on making use of this functionality until later. It's unfortunate, but it is what it is.

  • Suggested answer
    d_radulova Profile Picture
    d_radulova 2 User Group Leader on at
    RE: Contact has unsubscribed, where I can find the actual "action"?

    Hi @Teppo Riutanheimo,

    interesting use case. Are they users or contacts from a CRM point of view? Are you sending marketing or transnational emails? Depending on the email type, you need to make sure the respective consent flag field is set to allow. 

    pastedimage1591909036596v1.png

    Reference doc here

    Thanks,

    -DD

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