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Dynamics 365 Community / Forums / Customer Insights - Journeys forum / Customer journey
Customer Insights - Journeys forum

Customer journey

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Posted on by Community Member

Hi there

I need to be able to create a customer journey that does the following:

  1. Form submission
  2. Add user to customer segment
  3. Send autoresponder with file

So I have managed to do this, but the issue is that once you have received the email you never receive it again?  Often people want to go back and download an info pack or any other piece of content multiple times, but Dynamics seems to not allow this and the email can only be sent once.  I have used other marketing autmoations before and you can enter a form as many times as you like to receive the document you are after?  If we have sales collateral sometimes people over a period of time might want to download it numerous times. So we have to be able to send an autoresponder no matter if they have already downloaded it at an earlier time?

We are having issues with this, and I don't know how to fix it.  So far it's a fundamental problem.

Thanks

Georgie

Categories:
Marketing Pages Forms and Surveys
I have the same question (0)
  • Roger Comley Profile Picture
    Roger Comley 15 on at

    This is, sadly, not true. The recurring journeys send in regular intervals to contacts in the segment, in use for say a newsletter. The recurrence won't trigger on a form submission like OP asks. It's a miss in the application.

  • Mongstone Profile Picture
    Mongstone 45 on at

    Did you ever figure this out Georgie F? I have the same issue. 

  • Suggested answer
    Mauro Marinilli Profile Picture
    Mauro Marinilli 355 on at

    Hi Georgie

    this is the way Customer Journeys work. once a contact it's in, it cannot be added again. This behavior helps in a lot of scenarios but it might be a hurdle in others. But you can use recurring journeys to address your specific behavior. the way it works is that a new iteration of the same journey resets the memory of the contacts that have been through it in the past, so to speak. So the same contact can come back into a new iteration of the same journey.

    Have a look at our documentation for more details:

    docs.microsoft.com/.../customer-journeys-create-automated-campaigns

    so recurring journeys can help with your needs.

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