Using email single send in Microsoft Dynamics

Learn how to use email single send to automatically personalise your email campaigns with data that’s stored in Microsoft Dynamics.

Overview

Email single send allows you to send email campaigns directly from Microsoft Dynamics to contacts, accounts or leads. Using email single send in Microsoft Dynamics allows you to send one-to-one emails on the back of updates in Microsoft Dynamics using workflows, such as a record status change. You can also personalise your emails with data that only exists in Microsoft Dynamics, such as data held in related or custom entities, for example, quotes, order, or student applications.

You can use email single send with Engagement Cloud dynamic content and external dynamic content. Email single sends appear in the Engagement Timeline as email sent.

Learn more about Engagement Timeline.

Real-world use cases

You can use email single sends in Microsoft Dynamics in different ways.

University example

A university can personalise emails using data stored in custom entities, for example, student applications or campus tours.

Business example

Personalise emails using data stored in out-of-the-box entities, for example opportunities or quotes in the B2B sector.

Before you start

  • Enable Microsoft Dynamics in your Engagement Cloud.

    If you haven’t done this, contact the support team.

  • Create an email campaign in Engagement Cloud and then configure your Microsoft workflow to do the send.

    To learn how to build an email campaign in Engagement Cloud, check out Getting started - Creating your email campaign in EasyEditor.

  • Read Microsoft’s workflow documentation. You also must reach out to your CRM administrator or your CRM consultancy partner to help you plan, build, and test workflows that meet your needs.

    To learn more about workflows, check out Microsoft’s documentation.

Watch the video

Step 1: Create your email campaign

To set up your email single sends, start by building your email campaign:

  1. Create your email campaign in Engagement Cloud.
    Add the required email personalisation, then sync your email campaign to Microsoft Dynamics.

    To learn how to create and sync an email campaign, check out Send email campaigns in Microsoft Dynamics.

  2. Create dedicated contact data fields.
    When you create a single send email campaign, you must also create dedicated contact data fields to personalise your email. You can choose to reserve data fields only used for email single sends, for example, Application_ID and Programme_name. You can also set up generic data fields, for example, SINGLE_SEND_FIELD_1 and 2. These data fields can be reused in other email campaigns.

    To learn how to add data fields, check out Creating and deleting contact data fields.


    These contact fields do not need be mapped to Microsoft Dynamics because the values assigned to them are defined when it’s sent by the single send processor, once the single send starts.

    To learn more about email data mapping, check out Settings for Microsoft Dynamics.


    The single send processor updates the contact fields in your email single send once the send is complete. This makes it possible for you to use this information in Engagement Cloud in the future. Here’s an example of an email single send emails built in Engagement Cloud:
    singlesendemailcampaign.png
  3. Check to see if the email campaign successfully syncs to Microsoft Dynamics.
    Once you’ve created your email campaign, make sure that it’s synced to Microsoft Dynamics so that you can select it in your workflow.

    To learn how to check your email campaign syncs in Microsoft Dynamics, check out Creating an email campaign.

Step 2: Set up email single send in a Microsoft Dynamics workflow

A workflow can run on an out-of-box entity or a custom entity. You can start a workflow manually or automatically in a number of different ways. As every Microsoft Dynamics instance is highly customisable, for example, entity names, usage, and data stored in CRM, instances vary dramatically between companies, and therefore the dotdigital support team cannot help you set up or troubleshoot workflows.

Review the existing Microsoft Dynamics documentation

As workflow is a Microsoft Dynamics functionality, it’s a recommendation that you review Microsoft documentation on this functionality, and reach out to your CRM administrator or your CRM consultancy partner to help you plan, build, and test workflows that meet your needs.

To learn more about Microsoft Dynamics functionality, check out Microsoft Dynamics workflow processes.

To create a workflow in Microsoft Dynamics, go to Workplace > Advanced Settings (or Settings for older versions) > Process Center > Processes.

If you don’t see the Processes option, you need required permissions to access this area. Contact your CRM administrator.

microsoftdynamicsprocesscentre.png

Example workflow

examplesinglesendemailworkflow.pngIn this sample workflow, the user wants to send an email confirmation to applicants every time a university application is received.

In your workflow, once you define your condition, for example, [“Programme” contains data]

  1. Select Add a step > Create Record.
  2. Go to the Create: drop-down menu
  3. Select Email Single Send.

Step 3: Set email single send properties

Select Set Properties to go to the Create Email Single Send area. Here’s an example of an email single send based on the university use case above:

setemailsinglesendexample.png

Summary

In the Summary area, set up your single email send:

  • Email Campaign
    Select the Engagement Cloud email campaign you are setting up as an email single send.
  • Send Type
    Campaign Send is the default value and refers to a sending a standard email send. Transactional Send is not yet supported.
  • Send Status
    Set the Send Status to Scheduled for the single send processor to do the send - you must set it to this for it to work. Once processed, the status changes to Sending, Sent, Paused, Cancelled, and Failed.
  • Scheduled Send Date
    Set a date for the send to happen.
  • Date Sent
    The date the single send is sent.
  • Details
    Add a note or description to your single send.

If you want to send an email single send while the workflow runs, set your Summary fields to the following:

  • Send Status
    Scheduled.
  • Schedule Send Date
    Go to the Form Assistant in the side panel. In the Look for: section, select Process in the Execution Time in the second drop-down menu. Select Add > OK.

    Scheduled Send Time
    Leave this field empty if you trigger your email single sends using a workflow.

The single send processor runs every two minutes. Allow time for your single send to complete.

formassistantinmicrosoftdynamics.png

Send Target

In the Send Target area, select where to send your single email:

  • Contact Name
    Select a contact.
  • Lead Name
    Select a lead.
  • Account Name
    Select an account.
  • Target Marketing List
    Select a marketing list.
  • Target Email Address
    Enter an email address.

sendtargetmicrosoftdynamics.pngYou must have at least one Send Target set. For example, set a target email address or a contact name. The send returns the result error message Invalid email address if the target contact doesn’t have a valid email address.

To learn more about result messages, check out the Check the result message status.

Use case

In the example above, the workflow runs against the Application entity. In the example below, the Contact entity is selected, which is linked using the Contact_ID:

usecaseapplicationentity.png

Updating the Do Not Bulk Email flag
The option to update the Do Not Bulk Email flag is used to control if this information is updated in Microsoft Dynamics from Engagement Cloud during suppression synchronisation. Depending on the way you send your email single send, this flag might or might not be considered:

  • Single sends to a Microsoft Dynamics contact, lead or a plain email address do not take into consideration the Do Not Bulk Email flag. The Microsoft Dynamics integration uses the information from the contact, lead, email address to find or create a dotdigital contact and send the email to that record.
  • If your single send is to a marketing list, it does take into consideration the Do Not Bulk Email flag.

Content Customisation

In the Content Customisation area, define how you want to retrieve data that’s stored in your CRM and how it should be used in your email campaign.

  • Data Label
    Select the contact data fields you used in your email from the drop-down menu. For example, SINGLE_SEND_FIELD 1, or in our example above, MAINSCHOOL.
    contentcustomisationinmicrosoftdynamics.png
  • Data Label Value
    Define where the data is held in Microsoft Dynamics by using the Form Assistant panel.

In the university example, the data that’s used for MAINSCHOOL is stored in the Application area.

datalabelsmicrosoftdynamics.png

Check the result message status

To check the status of your single email send:

  1. Go to Dynamics 365 > Engagement Cloud > Email Campaigns.
  2. Select a campaign.
  3. Go to > Related - Common > Email Single Sends.
    emailsinglesendareamicrosoftdynamics.png

The Administration > Result Message area shows the result message status:

resultmessagearea.pngIf your single send isn’t successful, try this:

  1. Review the Result Message status before doing another send.
  2. Do another send by changing the Send Status from Failed to Scheduled.
    • If the Send Status is Scheduled, and the Schedule Send Date is either now or in the past, then the single send processor tries to send the email campaign as soon as possible.
    • If the Send Status is Scheduled, you can also set the Scheduled Send Date to happen in the future.

Failure result message statuses

Reasons for failure includes, but isn’t limited to, the following:

  • [Single Send Failed] Server was unable to process request. ---> Contact is suppressed ERROR_CONTACT_SUPPRESSED
    The contact is suppressed in the selected Engagement Cloud account.
  • [Single Send Failed] Server was unable to process request. ---> Invalid email address ERROR_CONTACT_INVALID
    The email address on the contact/lead/account that you are trying to send to isn’t a valid email address.
  • [Single Send Failed] Server was unable to process request. ---> Your account has generated excess API activity and is being temporarily capped. Please contact support. ERROR_APIUSAGE_EXCEEDED
    Engagement Cloud accounts have an hourly API limit. Wait at least one hour before reattempting the single send. Contact support if the error happens again.
  • [Single Send Failed] Email Single Send is not valid for the following reasons: No target Email address can be determined for this send
    The contact, lead, or account you are trying to send to doesn’t have an email address.
  • [Single Send Failed] Error: ERROR_CAMPAIGN_NOT_FOUND
    The email campaign can't be found in the selected Engagement Cloud account. Check to see if the email campaign was deleted and if the selected Engagement Cloud account for the single send record has the chosen email campaign in it.
  • [Single Send Failed] Error: Server was unable to process request. ---> Contact data field "" does not exist. ERROR_CONTACT_INVALID
    The content customisation includes a contact data label or field that doesn’t exist in the chosen Engagement Cloud account. Create the contact data field in the Engagement Cloud account and set up the data mapping before reattempting the single send.
  • [Single Send Failed] CreateContactCommand Failed
    The chosen Engagement Cloud contact wasn’t created using the contact, lead, or account details.
  • [Single Send Failed] Import Result command timed out
    The contact import wasn’t started in Engagement Cloud.
  • [Single Send Failed] ImportWatcher timed out (10 minutes)
    Monitoring the progress of a contact import in Engagement Cloud failed.

See also

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