Dynamics Community Forum Thread Details

Hello JW-03040948-0,

You're experiencing a frustrating situation where your Real-Time Journeys (RTJ) double opt-in (DOI) flow appears to be working correctly, but the emails aren't being sent. This is a common issue and can stem from several underlying problems. Let's systematically troubleshoot this to identify the cause.

Troubleshooting Steps:

Email Deliverability Check:
- Spam/Junk Folders:
  - The most common reason is that emails are landing in recipients' spam or junk folders.
  - Have recipients check their spam/junk folders.
- Email Authentication:
  - Ensure your email domain is properly authenticated with SPF, DKIM, and DMARC records.
  - Incorrect authentication can lead to emails being marked as spam.
  - Use an online tool to check your domain's email authentication records.
- IP Reputation:
  - Check your sending IP address's reputation.
  - A poor IP reputation can cause emails to be blocked.
  - Use an IP reputation checker tool.
- Email Content:
  - Avoid using spam trigger words in your email subject and body.
  - Ensure your email content is well-formatted and doesn't look like spam.
  - Make sure there is a working unsubscribe link.

Real-Time Journeys Configuration:
- Segment/Trigger Verification:
  - Double-check that your segment or trigger is correctly configured.
  - Ensure that the segment is populated with the correct contacts.
  - Make sure that the trigger is firing correctly.
- Email Tile Configuration:
  - Verify the email tile's configuration.
  - Ensure that the correct email template is selected.
  - Double-check the "From" and "To" addresses.
- Consent Settings:
  - Review your consent settings in RTJ.
  - Ensure that recipients have given valid consent to receive emails.
  - Make sure the consent is correctly setup for the purpose of the email.
- Journey Status:
  - Check the journey's status.
  - Ensure that the journey is running and that contacts are progressing through the steps.
  - Check the journey insights for any errors.
- Error Logs:
  - In the customer journey, check the error logs for any specific errors.

Dynamics 365 Email Configuration:
- System Email Settings:
  - Verify the system email settings in Dynamics 365.
  - Ensure that email sending is enabled.
  - Check that the email server profile is correct.
- Mailbox Configuration:
  - Check the mailbox configuration for the "From" address.
  - Ensure that the mailbox is approved and tested.
  - Make sure that the mailbox has the correct permissions.
- Email Server Profile:
  - Verify that the email server profile is setup correctly.
  - Check that the connection is working.

Power Automate (If Applicable):
- Flow Status:
  - If you're using Power Automate in your journey, check the flow's status.
  - Ensure that the flow is running and that there are no errors.
- Flow Connections:
  - Verify the connections used in your flow.
  - Ensure that the connections are valid and authorized.
- Flow Run History:
  - Check the run history of the flow.

Dynamics 365 Audit Logs:
- Email Activity Logs:
  - Check the Dynamics 365 audit logs for any email activity.
  - This can help you determine if the emails are being sent from Dynamics 365.

Contact Microsoft Support:
- Escalate the Issue:
  - If you've tried all the above steps and the issue persists, contact Microsoft Support.
  - Provide them with detailed information about your journey, email template, and any error messages you've encountered.

Key Recommendations:

Prioritize Email Deliverability: Focus on checking your email authentication and IP reputation.
Thoroughly Review Journey Configuration: Double-check all settings in your RTJ.
Check Dynamics 365 Email Settings: Ensure that email sending is enabled and configured correctly.
Use Audit Logs: Review the audit logs for any email activity.
Contact Microsoft Support: Don't hesitate to contact support if you can't resolve the issue.

By systematically checking these areas, you should be able to identify the root cause of the problem and get your DOI emails sending correctly.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Regards,

Daivat Vartak

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