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Customer Journey for invalid contacts

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Posted on by Microsoft Employee

Ahoy community, when a customer is invalid due to an email entry error (so the email address is invalid), is there a way to restart the journey for them after updating the error? We have tested this but couldn't get it to work. An example might be ashley incorrectly entered her email as ashley@company.co instead of ashley@company.com. After the bounce, we update the record and even tried re-adding her to the journey but to no success.  Any tips/advice on how to do this would be great. Thanks!

  • Suggested answer
    RE: Customer Journey for invalid contacts

    Hi Travis,

    Please feel free to let us know if you have any further questions.

    Cheers,

    Dynamics 365 Marketing Team.

  • cloflyMao Profile Picture
    cloflyMao 25,202 on at
    RE: Customer Journey for invalid contacts

    Hi Travis,

    Could my answer work for you?

    Regards,

    Clofly

  • cloflyMao Profile Picture
    cloflyMao 25,202 on at
    RE: Customer Journey for invalid contacts

    Hi Travis,

    How did you re-add contacts who had invalid address previously?

    Customer journey could be regarded as a pipeline, once it starts, the process won't return back, thus it couldn't restart.

    However, after updating the error, you can run another journey for those contacts.

    e.g:

    Create a dynamic segment to query contacts who have hard bounced interaction to a specific email during a period.

    pastedimage1598841065658v2.png

    As what we can see, Alex Mao has been recognized as member of the segment due to he had a hard bounce interaction.

    (But I had updated its mailbox to the correct address.)

    0143.JPG

    82252.JPG

    Regards,

    Clofly

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