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This is not a bug but seems Microsoft moved away from manual include/exclude inside the segment builder. Segmentation is now primarily rule-based and data-driven, so the old “pick individual contacts” option is no longer part of the standard UI. As an alternative, you can use attribute-based filters, create separate exclusion segments, or manage members via static segments (import/API). This shift i felt is intentional and aligned with to more scalable and governed audience management.
The manual Include/Exclude Contacts option has been moved in newer Dynamics 365 Customer Insights - Journeys releases.
Instead of the old Contacts section, try:
Segment → Add a new group → Manual select → Add members
If you don't see Manual select at all, it may be due to a recent update, permissions, or a product issue. Check whether you're using real-time segments and verify with other users in the environment. If it's missing for everyone, contact Microsoft Support.
This is expected behavior with the recent Customer Insights - Journeys segment builder updates and recently faced same confusion too !
If you want to manually include contacts in a segment:
Create a new segment.
Save the segment first.
In the Members section, select Add a new group.
Choose Static list.
Open the static list group and select Members.
Click Add members to manually add contacts to the segment.
The older UI exposed manual contact selection more directly, so it may appear that the feature has been removed. However, it has been moved into the new Static List experience.
Some advantages of the new approach include:
Better separation between dynamic and manually managed audiences.
Easier maintenance of manually selected members.
Ability to combine static lists with attribute- and behavior-based criteria in the same segment.
More flexible audience management and exclusion scenarios.
So the functionality is still available, but the location in the segment builder has changed. step 1 : Step 2: Step 3 :
Thanks, Nagaraju Matta
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