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Segment behavior in customer journey when using Wait Until step

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Posted on by Nils Vanbever

We're wondering what the segment behavior is in a customer journey when using the Wait step.

Example:

We have a dynamic segment of 100 contacts. In our customer journey we are sending them a marketing email with the information they need to do an action in 3 months. Next we want to use the 'Wait Until' step to wait until a specific date in 3 months (end of QX). If the date is reached, we're sending out a reminder that they need to take action. We would like to do this for each end of a quarter.

It would look like this:

Our questions:

Can we make one swimlane out of this requirement? Or do we need to create multiple swimlanes for each quarter?
What happens to contacts that are added to the segment after 01/03? Which mails would they receive? Would they receive the first and the second email right after each other?
Is there a way to make the customer journey recurrent so that this customer journey doesn't need to be setup every year? So it will automatically do the same customer journey for 2022, 2023, ...

Thank you for your feedback

Kind regards

Nils

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Kate Woo 10 on at

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RE: Segment behavior in customer journey when using Wait Until step

I have the same problem like you've mentioned in the second bullet. What I should do to avoid the situation that all emails in Customer Journey are sent to contacts who join segment after specific date? For example: a contact joins the segment on 1/12/2022 so if there is any mail configured to be sent to this segment before this date it should not be sent to this contact.

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cloflyMao 25,210 on at

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RE: Segment behavior in customer journey when using Wait Until step

Hi Nils,

These 50 new contacts will receive marketing email along with the initial 100 contacts, because these new contacts will be calculated as members of the segment during the period.

Regards,

Clofly

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Nils Vanbever 20 on at

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RE: Segment behavior in customer journey when using Wait Until step

Hi Clofly

Thank you for your feedback.

If we use multiple swimlanes with a 'Wait Until' step, does the customer journey retake the right amount of contacts in the segment after the date has been reached?

For example: if we have a segment of 100 contacts on 08/12/2020 and we build a customer journey with a 'Wait until' step until 01/01/2021. After this date we're going to send an invitation email. We go live with customer journey and we start the journey on 10/12/2020. This would mean that at that point in time the customer journey will be in the 'Wait until' step with 100 contacts.

What if between 08/12 and 01/01 there are 50 new contacts for this segment, so in total 150 contacts. Will the customer journey send the invite to the updated segment of 150 contacts or will it send the mail to the initial 100 contacts that have started customer journey?

Thank you

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cloflyMao 25,210 on at

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RE: Segment behavior in customer journey when using Wait Until step

Hi Nils,

1. As per my understanding, multiple swimlanes might be better than one: if there is only one swimlane, then final data in customer journey will be cumulative.(But we can still add custom date range filter to Insights data of marketing email to get quarter result.)

While multiple separate swimlanes would help you analyze KPI data quarterly.

2. Yes, new members of the segment will receive two emails without waiting due to expiration of the specific date.

3. You can set the customer journey to the recurring type:

https://docs.microsoft.com/en-us/dynamics365/marketing/customer-journeys-create-automated-campaigns#set-up-a-recurring-journey

Regards,

Clofly

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