Can you remove a Contact from a live customer journey?

(0) Share

Report

Posted on by Stephani

545

Is it possible to remove a Contact from a live customer journey?

For example - we have a customer journey that invites people to register for an event. If they do not register, we send a reminder. The contact calls us and says they cannot attend the event. Can we remove them from the journey so that they do not receive a reminder to register?

All responses (6)

Answers (1)

Community Member Microsoft Employee on at

Like (0)

Report

RE: Can you remove a Contact from a live customer journey?

Hi Stephani, I have the same problem but if a customer journey is already live I can't add a suppression segment. Could you please explain better how did you solve the problem? Thank you
Verified answer

Stephani 545 on at

Like (1)

Report

RE: Can you remove a Contact from a live customer journey?

I found the solution to this - you can use the Suppression List on the General tab of the Customer Journey - anyone in that list will be removed from the live customer journey.
Stephani 545 on at

Like (0)

Report

RE: Can you remove a Contact from a live customer journey?

This did not work, they continued down the journey
Stephani 545 on at

Like (0)

Report

RE: Can you remove a Contact from a live customer journey?

So I tried this, and it did not work. Even though I removed a Contact from the subscription list, they proceeded down the journey.
Stephani 545 on at

Like (0)

Report

RE: Can you remove a Contact from a live customer journey?

If I have a customer journey that has a segment to include and a segment to not include - if a Contact starts out as included, but is then removed from the included segment and added to the not included segment, will they continue thru the journey or be stopped?
Suggested answer

Soumen S on at

Like (0)

Report

RE: Can you remove a Contact from a live customer journey?

Hello,

When a customer journey targets a subscription list, any contact that unsubscribes from that list using a subscription center will automatically be removed from that journey within about 24 hours, even if they are already partway through it. However, if a user removes a contact from the list manually using the Dynamics 365 Marketing interface, that contact will continue to be processed by any journeys they already are on, and may continue to receive messages until all active journeys are complete. For this reason, it is usually best to request that all contacts manage their own subscriptions using the subscription center.