Removing contacts from a customer journey

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Posted on by Yola1011

Hi All

Need some advice on removing contacts from a customer journey that no longer meet the criteria.

We have a segment pulling contacts that fill out a specific form and adding them to a customer journey.

However, when one of those contacts become a client, we don't want them to further remain in the customer journey.

Will adding a "But Not" clause to the segment enable this? So even if someone was in the customer journey at the beginning, will they then get removed from the journey when they no longer meet the initial segment criteria?

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Nya 29,064 on at

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Hi,

The "But Not" clause can only remove a contact from a segment instead of a customer journey.

For example, there is an option field called A in contact entity. The value can be A1 or A2.

There is a condition in the segment that the field value must be A1.

If the field of a certain contact is A1, the contact will be in the segment.

For some reason, this field has changed to A2 for this contact. Then the contact will be removed from the segment.

And as you know the segment can be the audience of the customer journey, if the contacts in the segment has been processed by the journey, then they are contacts that have already been processed by this journey even if they are moved out of the segment.

If they haven't been processed yet (e.g. There is a wait for/ wait until tile in the journey.) and they are removed from the segment, the removed ones will not be processed by the journey later, unless they are added into the segment again.

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Yola1011 40 on at

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Thank you Nya.

So then, to remove contacts from a journey that no longer meet the criteria, would i have to add another segment after the wait tile?

So if I have:

Segment (all contacts who have not bought the product yet) - email send - wait 2 weeks - email send - wait 2 weeks

Will people then be removed if they become a client after the first email send or do I need another segment or list somewhere to define this?

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Joannis Papazissis 245 on at

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Hello Yola,

my advice would be a so called "suppression segment" which you can put inside the customer Journey! (standard feature)

The biggest advance is, that if the contact meets that specific criteria (bought your product) they will be remove/stopped immediately while being in the journey.

Otherwise the case of nya wont help while the contact is already in the journey.

Hope that will fix your probem :)

If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

Best Regards,

Joannis

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Nya 29,064 on at

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Hi Yola,

As Joannis Papazissis mentioned, the "suppression segment" could be a solution for you.

Or you can create several swim lanes in your journey to handle your case.

Segment (all contacts who have not bought the product yet) - email send - wait 2 weeks - email send - wait 2 weeks

The journey can be something like:

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Nya 29,064 on at

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Hi,

If the issue has been solved, it would be appreciated if you could click "Yes" to verify my answer.

If there is any further doubt, please do not hesitate to let me know.

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Dsouza_28 7 on at

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Hello Nya ,

I have a question on the similar scenario but the criteria being to remove a contact from an already running customer journey - If a customer has requested to discontinue mailings to them over a call (for whatsoever reasons) .

How can this be executed in the system so as to remove them from further mails within that journey?

Doubt:

If the 'Do not bulk email' filed to manually changed to yes by the Marketing rep, will this have an effect?

Can I leverage a suppression segment in this scenario? I ma assuming I must create some custom field

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