Send transactional emails using Microsoft Dynamics workflows

Learn to send a transactional email using Microsoft Dynamics 365 workflow.

Overview

In Microsoft Dynamics 365, you can trigger one-to-one transactional sends using Microsoft Dynamics workflows.

To learn more about Microsoft Dynamics workflows, check out Workflows overview.

Transactional emails are service or non-marketing emails that are triggered by a transaction. This type of transactional messaging lets you notify your customers about different transactional events:

  • Password reminders and resets
  • Order and shipping confirmations
  • Payment notifications
  • Membership upgrades and downgrades, renewals, and cancellations

    To learn more about transactional emails, check out Using transactional email.

This feature allows you to:

  • Craft your transactional emails directly in EasyEditor.

    To learn more about EasyEditor, check out EasyEditor - an overview.

  • Personalise your emails with data that’s in Dynamics by using the workflow form assistant.
  • Send in real-time; this is achieved using webbooks technology.

Before you start

Things you need to know before you start:

  • You must not include any marketing content in transactional emails.
  • You must use Microsoft Dynamics 365 solution version 9.2.0.0 or higher.

    To learn how to upgrade to the latest version of Dynamics, check out the article Upgrade your Engagement Cloud for Microsoft Dynamics solution.

  • You must have transactional email enabled in your Engagement Cloud account.

    To learn how to add transactional email to your account, check out the article Add transactional email to your account.

  • Users with these security roles can use or see transactional sends in Dynamics:
    Security role Can use transactional
    sends in Dynamics
    Can see transactional
    sends in Dynamics
    Email Campaign Connector Service (system use only) ✔️ ✔️
    Email Marketing Manager ✔️ ✔️
    Email Marketing Professional ✔️
    Email Marketing Viewer ✔️
  • Transactional email sends count towards your email send costs.

    To see your email send usage, go to Settings > Account > Usage.

  • We send transactional sends using the dotdigital API; this uses our dedicated transactional IP addresses. These API calls do not count towards your dotdigital API limits or usage.

Step 1: Create your transactional email campaign

You must create and design a transactional email template in Engagement Cloud.

To learn how to create, design, and personalise a transactional email template for a triggered campaign, check out:

You can then add personalisation to your transactional email. If you use data fields that are in Engagement Cloud, these are replaced by data fields that are in Dynamics, once the workflow is triggered.

microsoftdynamicsfields.png

Check that your campaign is synced to Microsoft Dynamics

To check if your email campaign synced, go to Marketing > Email Campaigns. The campaign appears in the My Campaigns area.

Step 2: Create your workflow in Dynamics

A workflow can run on an out-of-box entity or a custom entity, and you can start a workflow manually or automatically.

Limited support for your workflows

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.

Since workflows are a Microsoft Dynamics functionality, it’s recommended 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 workflow processes, check out Use Workflow processes to automate processes that don’t require user interaction.

Step 3: Add a transactional send to your workflow

Once you create your workflow in Dynamics, you can add a transactional send to your workflow.

To add a transactional send to your workflow in Dynamics:

  1. In Dynamics, go to Settings > Advanced Settings.
  2. Expand the Settings drop-down menu, then select Processes under the heading Process Centre.

    If you don’t see Processes, you must contact your CRM administrator to access this.

  3. Select a process name.
  4. Expand the Add Step drop-down menu and select Create Record.
  5. From the Create drop-down menu, select Transactional Send.
    transactionalsendmicrosoftdynamics.jpg
  6. Select Set Properties.

Step 4: Set properties for a transactional send

Once you add a transactional send to your workflow, you can set the properties for the transactional send.

To set properties for a transactional send:

  1. Go to Create Transactional Send > Summary area.
  2. Select an email campaign, email account, and send status:
    • Email Campaign
      Select the Engagement Cloud email campaign you want to use.
    • Email Account
      Select the Engagement Cloud account where your email campaign is stored.
    • Send Status
      Set the Send Status to Scheduled. You must set it to Scheduled for this to work.

      If you want to send a transactional sends while your workflow is running:
      1. Set your Send Status to Scheduled.
      2. Go to the Form Assistant in the side panel.
      3. In the Look for drop-down menu, select Process in the first drop-down menu, and Execution Time in the second drop-down menu.
      4. Select Add then OK.

    • Details
      Add a note or description to your transactional send.
  3. In the Send Target area, select where you want to send your transactional sends:
    • Contact Name
      It's up to you how your main workflow relates to this field. Here's an example:
      contacttargetformicrosoftdynamics.jpg
    • Lead Name
    • Account Name
    • Target Email
    • Address
      Enter an email address.

    You 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 Check the result message status.

    summaryformicrosoftdynamics.jpg

  4. In the Content Customisation area, define how you want to gather data that’s stored in your CRM and how it should be used in your transactional sends:
    • Data Label #
      Select the drop-down menu to pick the contact data fields you used in your email campaign. For example, FULLNAME, MEMBER_NUMBER, and CLAIM_NUMBER.

      You can use up to 20 data labels in a transactional email.

    • Data Label # Value
      Define where the data is stored in Dynamics by using the Form Assistant panel. For example, MEMBER_NUMBER is stored in the Contact entity.
      contentcustomisationmicrosoftdynamics.png

See also

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