web
You’re offline. This is a read only version of the page.
close
Skip to main content
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / DOI process - Using th...
Customer experience | Sales, Customer Insights,...
Suggested Answer

DOI process - Using the same contact in the same customer journey over and over again

(0) ShareShare
ReportReport
Posted on by Community Member

Hey everyone,

i am trying to set up a custom DOI process (without GDPR standard way), where one contact can proceed the same customer journey over and over again.

I tried to allow "Bypass email deduplication" but I guess this only works for different contacts with the same e-mail address.

Collegues create duplicates of contacts and merge them again afterwards, but this can't be the only solution! 

The process is as following:

1. The crm user adds the contact to the static segment (which is the start point of the DOI customer journey)

2. The DOI process starts but the contact doesn't finish it (for example he misses the second DOI step)

3. The contact tells the user, that he wants to join the whole DOI process again (At this point the user would like to trigger it again)

The only way I see is, that the user has to create a new customer journey for this contact (which is stupid and means high manual effort)

I hope anyone can help me

Thanks a lot and best regards

Lisa

I have the same question (0)
  • Petit Hibou Profile Picture
    Petit Hibou on at
    RE: DOI process - Using the same contact in the same customer journey over and over again

    Hi Lisa, can you please clarify the usage scenario a little bit? As to my understanding,

    1) DoI is enabled.

    2) What this DoI customer journey can start from? I assume that there should be either email or a web form. Can anything else be a starting point?

    3) So, a user has started it, received a confirmation email but not answered it. What happens?

         A) A confirmation email has it’s own lifetime so it can get expired.

         B) Contact attribute of the consent level will not be updated. (or, if it is not GDPR, then there should be some other attribute that will change it’s status based on whether DoI was completed or not?)

    4) There is an ongoing customer journey. If it is not completed by a user, he can start over (eg go back and fill in the form again). If there's no form, what event can trigger this process to start over (i.e. how the contact tells the user that he wants to join the whole DOI process again?

  • Community Member Profile Picture
    Community Member on at
    RE: DOI process - Using the same contact in the same customer journey over and over again

    Hi Elena,

    sorry for my late answer, I figured out how to handle this topic.

    The General case was as following:

    We have a lot of known contacts in CRM, who (until today) don't have enabled DOI. To correct this situation, every contact should get a registration email which leads to a  registration form (DOI 1) and a confirmation email with a confirmation link (DOI 2).

    The Problem was to handle the edge cases regarding cancellations by the contacts or just ignoring the emails etc. because the user didnt want to handle this edge cases manually (creating new customer journey etc.).

    D365 Marketing doesn't allow one contact with same e-mail address to pass one customer journey twice. So I had to find a way to automate a DOI Process for the edge cases by creating a second Journey and different states and custom buttons for the user etc.

    It is not very nice but at least it works now for a second DOI process, so they can live with it.

    We still have the topic open regarding new contacts, singning in via a landing page.

    They shall proceed the same DOI customer journey, but how should we handle those, who sign in twice? We thought about creating leads every time and merging them with known contacts in case they are already existing.

    Maybe you have some advice for this topic.

    Thank you for your suggestions

    Best regards

    Lisa

  • Community Member Profile Picture
    Community Member on at
    RE: DOI process - Using the same contact in the same customer journey over and over again

    PS: For your question nr. 4: The contact tells the user via phone call that he wants to join the process again. Great manual work going on here :D

  • Suggested answer
    Petit Hibou Profile Picture
    Petit Hibou on at
    RE: DOI process - Using the same contact in the same customer journey over and over again

    Hi Lisa, sorry for not writing back long (vacations and busy time afterwards :)).

    Regarding your question:

    "They shall proceed the same DOI customer journey, but how should we handle those, who sign in twice? We thought about creating leads every time and merging them with known contacts in case they are already existing."

    Contacts are matched by email by default. So if your customers will fill in the form again, a new contact will not be created, but consent data may be updated if different from the previous one

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Neeraj Kumar – Community Spotlight

We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…

Congratulations to the November Top 10 Community Leaders!

These are the community rock stars!

Leaderboard > Customer experience | Sales, Customer Insights, CRM

#1
Tom_Gioielli Profile Picture

Tom_Gioielli 179 Super User 2025 Season 2

#2
#ManoVerse Profile Picture

#ManoVerse 110

#3
Gerardo Rentería García Profile Picture

Gerardo Rentería Ga... 61 Most Valuable Professional

Last 30 days Overall leaderboard

Featured topics

Hide selecting Contact for potential customer when creating quote

Product updates

Dynamics 365 release plans