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Insights for a customer journey showing contacts removed because of suppression segment, but these contacts are not showing as members in the suppression segment; how did they get removed?

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Posted on by VSalyer24 110

I have a client that is using a suppression segment for their customer journey. In the journey insights segment members show as being added to the Suppression Segment, but they are not a member of the suppression segment, so it does not make sense why they are showing as such.  Below is an example of MJs journey, GEM ADM ORGL APP Pending Review in CollegeNET Journey, showing two members:

pastedimage1607702007853v3.png

Here is the list of members in the Segment, the first member went through and received the email, the 2nd and 4th are the members that are showing above as joining the suppression segment, the 3rd one does not have an email so that makes sense:

pastedimage1607701967095v2.png

Also, an advanced find with the same criteria does not show these contacts. 

Any ideas why/how contacts would show as being stopped in a journey due to a suppression segment when they do not meet the criteria?

I have the same question (0)
  • Leipajuusto Profile Picture
    Leipajuusto 110 on at

    Did you add any segment which includes those contacts to exclusion segment of the beginning segment tile(audience)? Or did Do not email field of those two contacts were set to do not allow?

  • Suggested answer
    Aga M Profile Picture
    Aga M on at

    Hi VSalyer24,

    In order to use a suppression segment in your customer journey, make sure the suppression segment is selected in the journey General tab (see below screenshot):

    CJ_5F00_withSuppressionSegment.PNG

    Also, please be aware that "Contact joined the suppression segment" insight lists only the contact who joined the suppression segment during the running customer journey (not before or after).

    If in your case the contacts shown in the Insights as the ones that joined the suppression segment during the journey don't reflect the reality, could you please create a support ticket (sharing your organization, customer journey and email IDs)? We will then be able to investigate your case in detail.

    Best Regards,

    Aga

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