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Real-time journey>Journeys - Hard bounced and Opened e-mail check

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Posted on by BhavC

Hi,

I was wondering if there is a way to have two checks after an e-mail is sent in a Journey, first one if the e-mail 'hard bounced' and the second if the same e-mail was opened. If the e-mail 'hard bounced it would follow down one path, and if the e-mail was opened it would follow down another path. I have tried multiple ways of trying to do this but I can only get it to either check if the e-mail hard bounced or was opened. Any help will be appreciated.

Thanks!

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Dynamics 365 Customer Insights - Journeys

Microsoft Dynamics CRM

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Holly Huffman 6,540 Super User 2025 Season 2 on at

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Good morning, afternoon, or evening – depending on where you are in the world!
This issue you are describing—wanting to check both if an email hard bounced and if it was opened within a real-time journey—is a great use case for conditional branching, but it does come with some limitations in the current Customer Insights - Journeys logic.
Here’s what’s happening:

Real-time journeys allow for conditional branches based on email interaction triggers (e.g., opened, clicked, bounced).

However, each branch can only evaluate one condition at a time.

Once a contact flows down one path (e.g., hard bounce), they exit the evaluation scope for other conditions (e.g., opened).

What you can do instead: To simulate dual-condition logic, you can use a combination of branches and suppression logic:

Step 1: After the email is sent, add a "Check if email hard bounced" condition.

Step 2: In the “No” path (i.e., not bounced), add a second condition to check if the email was opened.

Step 3: Route contacts accordingly:

Yes to hard bounce → follow bounce handling path.

Yes to opened → follow engagement path.

No to both → follow a fallback or reminder path.

Important note:

If an email hard bounces, it will not be opened—so these conditions are mutually exclusive in most cases.

You can also use custom triggers or segments to track these interactions outside the journey and re-enter contacts into new journeys based on those outcomes.

I teamed up with AI to respond the most accurately and efficiently.
Hope this helps some.

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BhavC 34 on at

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Hi Holly,

Thank you for looking into this for me and the reply.

I have followed these instruction and at 'Step 2: In the “No” path (i.e., not bounced), add a second condition to check if the email was opened.' The customer journey doesn't allow me to check if the previous e-mail was opened, there seems to be a limitation in whereby after an e-mail tile the next condition can interrogate the interaction elements of the e-mail tile however any subsequent tiles can not check further interactions of that same e-mail tile.

However I have resorted to pulling out the hard bounced e-mails into a separate segment and a separate customer journey.

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