Optimise Message Delivery with Quiet Times in Dynamics 365 Customer Insights

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Optimise Message Delivery with Quiet Times in Dynamics 365 Customer Insights

Amidst the clutter of messages and distractions, the new Quiet Times feature in Dynamics 365 Customer Insights – Journeys optimises message delivery to avoid communications getting lost in the noise.

Define Boundaries with Quiet Times

Quiet times lets you define periods when marketing messages should be held, allowing organisations to observe quiet periods and respect regulatory constraints.

The customisation does not stop there. Quiet times can be adapted for different communication channels. Whether it’s emails, text messages, push notifications, or custom channels, as well as by message types, be it commercial or transactional.

For varying business units, you can even create unique quiet time profiles for each line of business.

Quiet Times Features

Quiet times is designed to optimise marketing message scheduling, helping teams stay within any specific industry regulations while maximising responses.

Establishing tailored quiet periods allows for respectful, effective, and compliant communication that aligns with your audience’s preferences.

Flexible Scheduling

With Quiet Times, you can set messaging schedules according to your specific requirements. Specify quiet periods to ensure your communications avoid restricted hours or less optimal times.

Typically, quiet times will be applied for overnight hours, weekends and public holidays. When these times are active, Dynamics 365 holds messages until the quiet time ends.

Dynamics 365 Quiet Times Control

To set a quiet time, choose a channel and specific times and days when these should apply.

This could include quiet times involving ‘all day’ settings for weekends and a range of times to exclude evenings and early mornings during weekdays. Another scenario could support different quiet times between email messages and SMS texts.

Once saved, each quiet time is applied to the compliance profile used by each message.

Quiet time detail will be shown in the Journey designer for the respective channel. Once a journey is active, this will also highlight any pending messages that are held back due to a quiet time.

Time Zone Consideration

This feature adapts to the time zones of your journey, ensuring that messages are delivered during optimal hours in each recipient’s location.

This can benefit businesses with a global footprint or those operating across multiple time zones.

Control Message Frequency

A separate feature enables marketers to limit the number of messages recipients will receive during a specified period. Frequency caps are designed to avoid overwhelming customers with messages in a short period that are perceived as spam.

Quiet times and frequency cap settings work separately. If a quiet time is triggered, the message will be held until this ends, when the frequency cap will be assessed.

Next Steps

Use the Quiet Times feature to optimise message delivery within your marketing campaigns and uphold compliance standards.

At ServerSys, we focus on making products like Dynamics 365 Customer Insights – Journeys (previously Dynamics 365 Marketing) work for unique business needs.

To get started with the Quiet Times feature or to explore the broader capabilities of Dynamics 365 Customer Insights, please contact us today.

Read more about Quiet Times on the Dynamics 365 Learn portal.

January 17, 2024

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Warren Butler

Warren Butler

Warren is the director of marketing at ServerSys. He brings over 20 years of experience covering business transformation, CRM and Microsoft Dynamics to help organisations grow by embracing technology.

If you have any questions, please get in touch with us at hello@serversys.com

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