Skip to main content

Notifications

Customer experience | Sales, Customer Insights,...
Answered

Removing contacts from a customer journey

(0) ShareShare
ReportReport
Posted on by 40

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?

  • Dsouza_28 Profile Picture
    Dsouza_28 7 on at
    RE: Removing contacts from a customer journey

    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

  • Nya Profile Picture
    Nya 29,058 on at
    RE: Removing contacts from a customer journey

    Hi,

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

    Image

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

  • Verified answer
    Nya Profile Picture
    Nya 29,058 on at
    RE: Removing contacts from a customer journey

    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:

    pastedimage1635409357685v3.png

  • Joannis Papazissis Profile Picture
    Joannis Papazissis 245 on at
    RE: Removing contacts from a customer journey

    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

  • Yola1011 Profile Picture
    Yola1011 40 on at
    RE: Removing contacts from a customer journey

    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?

  • Suggested answer
    Nya Profile Picture
    Nya 29,058 on at
    RE: Removing contacts from a customer journey

    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.

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Announcing Our 2025 Season 1 Super Users!

A new season of Super Users has arrived, and we are so grateful for the daily…

Vahid Ghafarpour – Community Spotlight

We are excited to recognize Vahid Ghafarpour as our February 2025 Community…

Congratulations to the January Top 10 leaders!

Check out the January community rock stars...

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 292,160 Super User 2025 Season 1

#2
Martin Dráb Profile Picture

Martin Dráb 230,962 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans