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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Email “From” and “Repl...
Customer experience | Sales, Customer Insights,...
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Email “From” and “Reply-to” overwritten after selecting template in Customer Insights – Journeys

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Posted on by AH-24061335-0 23

Hi everyone,

 

We are experiencing an issue in Customer Insights – Journeys where the From and Reply-to values from an email template are being overwritten automatically.

 

Here’s what happens:


  1. We select a template.

  2. The correct From/Reply-to values appear initially (set in the template).

  3. About 1 second after opening the email (e.g., when clicking into the Subject field), the From and Reply-to are replaced with the default values from our default Brand Profile.


  4.  

This is does not make sense to me. Why would it be possible to set the values on the template, if they are always overwritten? The template already has correct values, and the Brand Profile was not manually changed when creating the email. We also have not made any recent changes to our default Brand Profile.

 

Additional info:


  • Environment version: 1.1.57638.109

  • I have not experienced this before, so I'm wondering if it is a new thing. 




    •  
  •  

Question:

Has the logic for when Brand Profile defaults override template values recently been updated?

How can we ensure template-defined From/Reply-to values are kept when creating emails?

 

Thanks in advance!

Categories:
Dynamics 365 Customer Insights - Journeys
I have the same question (0)
  • Daniyal Khaleel Profile Picture
    Daniyal Khaleel 156 on at
    Email “From” and “Reply-to” overwritten after selecting template in Customer Insights – Journeys
    Brand Profiles are designed to provide consistent branding across emails—including default senders (From email/name and Reply‑to). Once a Brand Profile is selected (or is the default), its settings will override the email-level values shortly after the email is loaded. This behavior is part of ensuring brand consistency, even if the template defines different values 
    When you choose a template, its header including From and Reply‑to is applied initially. But shortly after (like when you click the Subject field), the system re-applies the Brand Profile defaults, replacing those template values.

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