Problem Statement

Currently, when email sending is suspended in Dynamics 365 Customer Insights – Journeys (CIJ), all outbound emails triggered during the suspension period are blocked and discarded by the deliverability protection system.

After the organization is unsuspended:

• Email sending resumes only for new sends
• There is no built-in capability to replay, resend, or recover previously blocked emails

As a result, all blocked emails are permanently lost and must be manually reconstructed and resent by the customer.

Business Impact

This behavior introduces several challenges:

• Loss of critical business communications
• High manual effort to identify impacted recipients and rebuild campaigns
• Risk of duplicate sends or missed contacts
• Loss of personalization context (user-specific links, tokens, dynamic content)
• No ability to resume in-progress journeys after suspension

Current Behavior (Confirmed by Product Group)

• During suspension:
• Emails are dropped at the sending pipeline
• Emails are not queued for later delivery
• Events are recorded as "blocked"
• After unsuspension:
• Sending resumes for new messages only
• There is:
• No replay mechanism
• No resend capability
• No resume capability for in-flight journeys

This is by-design to prevent re-sending potentially problematic content.

Proposed Enhancement

Introduce a controlled and safe recovery mechanism for blocked emails:

Option 1 – Replay Blocked Emails

• Allow customers to review blocked email events
• Enable an admin-controlled resend to affected recipients

Option 2 – Post-Unsuspension Requeue

• Temporarily retain blocked emails
• Allow admins to approve or cancel resend after unsuspension

Option 3 – Journey Resume Capability

• Allow journeys to resume from the suspension point
• Continue processing only affected contacts

Option 4 – Guided Recovery Experience

• Provide automated segment creation:
• Targeted contacts minus already delivered contacts
• Assist in safe resend while avoiding duplication

Expected Benefits

• Prevent loss of important communications
• Reduce manual operational overhead
• Improve targeting accuracy
• Preserve personalization and campaign integrity
• Provide enterprise-grade resilience in email delivery scenarios

Customer Scenario

A customer experienced a suspension (later confirmed as a false positive), resulting in approximately 2,000 emails being blocked.

After unsuspension:

• Emails were not retried or resent
• Customer was required to manually:
• Identify affected recipients
• Rebuild segments
• Recreate and resend communications

This resulted in delays, operational overhead, and risk of inconsistent messaging.

Summary

While the current behavior aligns with deliverability protection requirements, the lack of a controlled recovery mechanism creates a significant product gap.

Providing a safe and manageable resend or replay capability would greatly improve customer experience while maintaining compliance with email protection policies.