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customer journey tile trigger behavior and settings

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Posted on by 532

Hi community,

When the new customer journey design was introduced some thing changes
First you can not start a customer journey with a form or a page it has to start always with a segment 

Now we have experienced the following wich one of our clients learned

When you use the template 

Event marketing Customer journey template, there is an if/then tile where you can set the conditions if registered
The problem is the Wait up to condition that is required for this tile 

 template.png

Documentation is saying:

If/then: This tile has replaced the Trigger tile. The If/then tile holds contacts either until a defined condition is true, or until a defined amount of time expires. The If/then tile splits the path. Contacts who fulfill the conditions in time will follow the true path. Contacts who haven't met the conditions when the time expires will follow the false path.

The default value for the wait up to time  is 1 hour ...... so due to an mistake when creating the live journey it was it was set to 1 hour.

We had 45 event registrations and we noticed that only 5 have had a confirmation e-mail

We experienced that all the registrations at the event page when they register later than 1 hour did not received any confirmation mail at all..

We did some research to find out why this had happend

1. We saw that some contacts where not in the segment list, when registered for the event.
     Is this the problem that they did not get an confirmation mail ?


2. When you do not pay attention to the wait up to time and read the docs again,  we think that when the wait up time expires then all the none registered are following the false path??

In the old customer journey tiles it was clear what tile was ment for

All what we want is a customer journey: 

  1. If someone register for an event today or for example three weeks later always send a confirmation mail 
  2. If someone has received an invitation and does not register in 5 days or certain amount of time we want to send a reminder mail

Do we have to change the wait up to until 5 days and when someone registered at day 6.
Will this person receive a confirmation mail or do we have to set up seperate swim lanes or do something else?

is this a bug that there where no confirmations sent after 1 hour or is this a misunderstanding 

  • emildusi Profile Picture
    emildusi 35 on at
    RE: customer journey tile trigger behavior and settings

    Hi Chris King!

    Did you happen to find a solution to the issue?

    Thanks in advance!

    Emil Dusi

  • CHK1970 Profile Picture
    CHK1970 560 on at
    RE: customer journey tile trigger behavior and settings

    I had the exact same issue. I had IF Registered was set at 3 days. The NO path was firstly set with a reminder Email, then followed the same path as YES. The issue i got is that Event registrations within 1 hour went down the YES path and received a Confirmation. Others who did not register within 1 hour, BUT within the 3 days did NOT receive a confirmation.  The IF registered showed them queued up as Processing!

    So it seems that the system holds everything after 1 hour and not event a TRUE registration after one hour will pass though and allow a Confirmation Email to be sent. The wait 3 days holds everything including the Confirmation Email.

  • Jetj25 Profile Picture
    Jetj25 532 on at
    RE: customer journey tile trigger behavior and settings

    Hi 

    I think the image clofly is showing in step 3  this one is not right.  I am missing the confirmation mail at the yes flow after the reminder has been send.

    The if/then tile sends all contacts on the list after 7 days through the no lane. So if someone register after 7 days they would not get any confirmation mail 

    I have spoken to microsoft and we have posted the changes as an Idea

    pastedimage1613555870667v3.png

    The other possibility is to make an second swimlane only to send confirmation mailings out but that only does work as you connect a custom marketing form

    Eventregistration is not a possibility to choose as a start segment only marketing forms or update contact info

    pastedimage1613555338306v2.png

  • Suggested answer
    RvdW1990 Profile Picture
    RvdW1990 130 on at
    RE: customer journey tile trigger behavior and settings

    Dear Mariette,

    You can use a marketing form or contact update as the start of your Customer Journey. If you create a New journey, click on the + icon. There is a dropdown button in which you choose which element to start the campaign.

    pastedimage1611142051334v1.png

    Hope this helps 

    Kind regards,

    Renée

  • cloflyMao Profile Picture
    cloflyMao 25,202 on at
    RE: customer journey tile trigger behavior and settings

    Hi, Mariette

    You can modify your Customer Journey by the following steps:

    1. Select an email which contains the event you’d like to announce

    m1.png

    2. Set the condition of the if/ then for the event you just add to the email

    m2.png

    3. Set the length of time you want to wait for invitees.

    m3.png

    4. Create the confirmation emails and reminder emails you’d like to send.

    Then you can also send confirmation emails to the invitees who have registered the event and send reminder emails to the others.

    Regards,

    Clofly

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