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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / When a user is on a jo...
Customer experience | Sales, Customer Insights,...
Suggested Answer

When a user is on a journey and is moved to a different segment, are they taken out of that previous customer journey?

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Posted on by MCKTDC 15

If a customer is on an ongoing customer journey and is then taken out of the segment that is part of that specific journey, will the customer continue to be part of that journey or will they be taken out of it?

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  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at

    Hi Partner,

    As soon as the specified Start Date arrives, the journey will start processing all contacts in its target segment.

    Has the journey already begun? Has the contact already been through part of the journey? 

    If it has started, the customer journey will not be aware that the contact no longer belongs to the segment and the journey will continue to be processed to the next step until the journey ends or is stopped, even if the contact has been removed from the segment at some point in between.

    The answer lies in suppression segments(any contact that joins the suppression segment, will be taken off the customer journey).

    Using suppression segments for blocking contacts that may already be partly through long-running journeys.

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

    https://www.linkedin.com/pulse/using-suppression-segments-responsive-customer-journeys-amey-holden?trk=related_artice_Using%20suppression%20segments%20for%20responsive%20Customer%20Journeys%20in%20D365%20Marketing%0A_article-card_title 

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