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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Creating Segments Out ...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Creating Segments Out of Contacts In Customer Journeys

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Posted on by Community Member

I'm having trouble finding a way to create a dynamic segment of contacts that are actively in a customer journey. How would I go about doing this?

For example: if Contact A enters Journey A, they are in Segment A. If Contact A leaves Journey A, they exit Segment A. 

I want to know which contacts are in which journeys (via dynamic segments) so I can use them as a suppression for other segments. 

If I have 10 customer journeys all running simultaneously, I want to prevent a contact from being in more than one customer journey at a time. If I have customer journey segments, I can use those as suppressions to prevent contacts from being inundated with emails.  

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  • Community Member Profile Picture
    Community Member on at

    I've tried one approach, but I'm not sure why it isn't working. Please see below:

    I attempted to create a segment to capture all contacts in a customer journey. The segment is dynamic and consists of contacts that have received the first email in the customer journey, but have not received the last email in the customer journey. Thus, this should capture contacts that are still actively traveling through the customer journey but have not left it. 

    7658.segment.PNG

    However, the above segment doesn't work, and I'm not sure why? It's pulling all contacts that match the first requirement, regardless of the second requirement. Contacts that have received the "case study" email are still being added to the segment even though the rule should exclude them due to "message does not equal case study..."

    Any help would be appreciated.

  • Suggested answer
    Petit Hibou Profile Picture
    Petit Hibou on at

    Hi Burly,

    I'm not 100% sure, but my assumption is that you need to use two separate Email delivered joined by AND NOT. You have 2 different emails - article and case study, so you need to check them separately.

    Email delivered is a single event, and has 1:1 relationship with "message" attribute. So message can be only one. That is, in the current query you check if email "Article" was delivered and all is done. Message Case study is never checked with this query.

    HTH

    Elena

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