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Real-time marketing customer journey: email open and specific email link

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Posted on by Lauren24

Hi!

I am currently building out a customer journey and have run into a specific issue regarding the if/then (email open/specific email link click) element. I would like to send an email to a customer, and then from this email create an if/then branch specified to email open. From there, if the customer opens the email I would like to add an element to then determine whether a specific email link was clicked on or not. The issue I'm encountering is that it does not seem to be possible to add an if/then branch for email open and then follow with an if/then for specific email link on the yes branch as it does not directly follow the email. Is there a work around or solution to being able to use these features consecutively?

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Sayen Zhang on at

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Hi partner,

It is available to add an if/then branch for email open and then follow with an if/then for specific email link on the yes branch.

Here is a simple customer journey:

There is no error when we go live the customer journey.

If you have any questions, you can also reply to let us know. Thank you!

Best Regards,

Sayen Zhang

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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Lauren24 9 on at

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Hi thanks for the answer! I am in real-time marketing though and not outbound, is there a way to make this possible in real-time?

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Baggie99 30 on at

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HI Lauren

We are encountering the same issue. Did you manage to find a solution?

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Sayen Zhang on at

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Hi partner,

Sorry for my late.

If you want to create an if/then branch for email open and then follow with an if/then for specific email link on the yes branch, you can create a real-time journey based on segment.

Here is a simple demo:

You can also refer to this link: Create a segment-based journey (Dynamics 365 Marketing) | Microsoft Learn

Best Regards,

Sayen Zhang

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Baggie99 30 on at

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HI Sayen

Thanks for the feedback. I have tried that but still have no option to use Email Link opened. In the second branch i can only select a trigger

Can you elaborate further please?

Brad

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Sayen Zhang on at

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Hi Brad,

Yes, we need to select a trigger to trigger the event that the email link is opened.

We can also set conditions for the trigger under Wait for.

Best Regards,

Sayen Zhang

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Baggie99 30 on at

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Hi Sayen

Would this be a custom trigger that needs to be created for the email link opened? I dont see the out of the box trigger for email link clicked?

Brad

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Lauren24 9 on at

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Thanks for the feedback! If I do create a custom trigger as shown above, will this trigger only work for one specific email link clicked and therefore I would need to create a new trigger every time for different email links?

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Sayen Zhang on at

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Hi partner,

Yes, this is a custom trigger. We don't need to create a new trigger every time for different email links.

Here is a reference link: learn.microsoft.com/.../real-time-marketing-custom-triggers

Best Regards,

Sayen Zhang

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ADP 7 on at

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Hi Lauren did you find a solution to this problem? I'm facing the same situation.

Thanks

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