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Dynamics 365 Community / Forums / Customer Insights - Journeys forum / Customer Journeys - Qu...
Customer Insights - Journeys forum

Customer Journeys - Query contact fields to stop a journey or create an unsubscribe

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Posted on by PMW_8 5

Hi new to Dynamics 365 for Marketing and maybe somebody can offer some advice.

Issue:

In one of our sectors, we use customer journeys / drip marketing campaigns different from the norm; whereby the situation of a contact could change quite quickly based on their interaction with us. Ideally we need to stop one customer journey from running / no more emails being sent based on a field change now that the contact has been added to a new customer journey. For example think of it as a contact state model: Prospect | Product Owner | After Care. We don't want to send a series of prospect emails now the situation has changed and they are now a product owner.

Potential workarounds

When a customer journey is active and running for a contact, can we create query check points within the journey to establish if the contact still fulfils the original criteria in the segmentation?

As an alternative can we create a suppression unsubscribe record using the SDK or a workflow which then forces the customer journey to not send an email?

Thanks

Categories:
Customer Journey Design
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  • Suggested answer
    Vivek_Singh Profile Picture
    Vivek_Singh 385 on at

    Hi PMW_8,

    Thanks for reaching out!!

    Customers Journeys flow like a pipeline, once a member of the audience has dropped into the pipeline it will flow through to the end or until a suppression segment pulls it out.  

    If you have set a suppression segments in Customer Journey details, then this will pull out contacts when they appear in the segment and go through some activities in the journey.

    Dynamic segments get refreshed about once an hour when they are live. (The first refresh happens upon going live. So you can try using suppression for your scenario.

    Hope this helps!!

    Regards

    Vivek Singh

    If this answers your query then please mark it as verified!!!

  • Suggested answer
    megcda Profile Picture
    megcda 2,192 on at

    Hi PMW_8,

    You can definitely use the suppression segment but need to be aware of your timing and activities. The suppression segment is a good option if that person will never need to be put back in that journey.  Just be cognizant that dynamic segment may not be refreshed with the updated contact in time if your customer journey has a lot of activities without delay or some specific tiles like activities added.  For example, say you have a journey where customer is sent an email and they click on a link which creates a phone call activity for the person.  If that contact record is updated after that phone call activity has been created or even right before and the activity is assigned out to someone, the user may get that call even though their record was updated and they were added to the suppression record.  They wouldn't get any subsequent mails or notifications but there is still the possibility of the delay/orphan.  

    As long as you build your journey keeping this in mind, the suppression segment would be the way to go.

    Thanks,

    Megan

    Please mark as Verified if this answers your question!

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