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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Surpress unsubscribes ...
Customer experience | Sales, Customer Insights,...
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Surpress unsubscribes during customer journey

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Posted on by ElineB 278

Hi,

Hope anyone can help:

Situation is as following. Use the following starting point for a Customer Journey:

pastedimage1640168198941v1.png

During the journey a contact unsubscribed from the subscriptionlist. I thought that in that case the next emails will not be send out anymore but currently they are. 


Creating and using a supression segment will not work because it should be dynamic and I cannot say only unsubscribes for the last x months f.e. 

How to solve this issue?

I have the same question (0)
  • Gemma2020 Profile Picture
    Gemma2020 61 on at

    Following this thread!

  • Verified answer
    Nya Profile Picture
    Nya 29,060 on at

    Hi,

    There is a statement in the following section:

    Segments are synced with the marketing-insights service

    saying that:

    The marketing-insights service processes changes to segment membership asynchronously, which means you can't predict the order in which changes are processed. In some cases, such as when processing very large databases, it can take up to six hours for a given segment to update. You therefore can't rely on any one segment being processed before or after a specific other segment, so be careful when orchestrating related campaigns or using suppression segments.

    So even if a contact unsubscribes from the subscription list, it doesn't always happen in real time, you can try adding some Wait for tile to alleviate this problem, and there is no better way to do it at the moment.

    If this problem is causing more serious problems, it is recommended to raise a support ticket for further help.

  • Nya Profile Picture
    Nya 29,060 on at

    Hi,

    If the issue has been solved, it would be appreciated if you could click "Yes" to verify my answer.

    Image

    If there is any further doubt, please do not hesitate to let me know.

  • ElineB Profile Picture
    ElineB 278 on at

    Hi Nya,

    Sorry for the late response, but this made it clear. 

    Thanks!

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