Customer experience | Sales, Customer Insights,...

"Inactivity" segment

(0) Share

Report

Posted on by JillianM

I'm coming from a HubSpot background so apologies if this has been asked. Is there a way to create a dynamic /inactivity/ segment in Customer Insights - Journey? I know contacts on journeys will not be sent an email if they've unsubscribed, but our team has previously been able to filter out people who haven't opened an email from us in X dates, haven't seen our website page in X date or filled out a form in X number of days. I'd like to create a suppression segment that can be chosen for each email journey to prevent people with low engagement from receiving it (when appropriate).

All responses (3)

Answers (0)

Leah Ju Microsoft Employee on at

Like (0)

Report

"Inactivity" segment

Hi Jillian Molina,

Has the issue been resolved?

Have there been any updates? Please feel free to ask me any questions you may have!
If it has been resolved, can you mark the response as an answer?
Suggested answer

mkirkpatrick 94 on at

Like (0)

Report

"Inactivity" segment

You could try something like this where you find all the people who have received x number of emails - you can set this to At Least 1 if you want for any number of emails received. Then you exclude anyone who has opened at least one email. You can determine the time range you want to use for how long you want to consider them inactive/disengaged. Then you can use in a journey as a suppression segment like the other response suggests.

The reason why you can't just use Email Opened = 0 is because the interface for that behavior only allows for Email Opened is Exactly/At Least 1 or more. Therefore, the two-part solution to find everyone who got a message and remove the people who have opened one to get those who have not.
Suggested answer

Leah Ju Microsoft Employee on at

Like (0)

Report

"Inactivity" segment

Hi Partner，

Are you using the Outbound marketing journey or RealTime marketing journey?

1.Ourbound

In the customer journey, there is one 'Suppression segment' lookup field

A journey's suppression segment contains a list of contacts that the journey won't send any messages to, even if those contacts are also included among the segments explicitly targeted by the journey, and even if those contacts are already partly through the journey.

https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/customer-journeys-create-automated-campaigns#add-a-suppression-segment

2.Real-time

In the journey, you can populate 'Exit by segment':

Exit by segment: Customers who are part of this segment will immediately exit the journey. This capability is often referred to as a suppression segment and helps you ensure that members of this segment are suppressed from the customer journey. Exit by segment removes members of that segment from wherever they are in the customer journey. This is notably different from the exclude by segment property in journey start, which will only exclude members of the exclusion segment from starting the journey.

https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-tile-reference#journey-end

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah