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Customer Journey not starting when the form is submitted

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Posted on by SharonP

105

Hello,

We have created a customer journey which starts with a segment of people who have submitted the form.

On the segment properties 23 members are shown but the customer journey starts with a count of 0.

Refer screenshot below :

We also tried using a marketing page form submission as the starting point for the inbound customer journey. That didn’t work either. Ideally, we could get this option to work.

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Customer Journey Design

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SharonP 105 on at

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RE: Customer Journey not starting when the form is submitted

Hi Shailesh,

Thanks for your reply.

We are not using suppression segment and also the start date is a past date.

Below is the segment screenshot showing 23 members

But the members sub grid shows No data available :

Thanks.
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ShaileshJain on at

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RE: Customer Journey not starting when the form is submitted

Hi Sharon,

Possible reasons for members still not starting the journey

1. journey is live but the start date is in future (pls share the general tab screenshot)

2. are you using a suppression segment (again on general tab) that might be preventing the members from participating

for clarity, can you pls also share segment member screen or count to reconfirm 23 expected participants

if none of these reasons matchup, we might need to investigate further with specific details. you can drop an email to d365mktcomm AT microsoft DOT com with URL of the journey and the segment