Dynamics Community Forum Thread Details

Hello Jwcpc,

You're encountering a frustrating issue, especially when a critical part of your marketing automation suddenly stops working. Custom triggers in Customer Insights - Journeys are essential for real-time segmentation and campaign orchestration. Here's a breakdown of troubleshooting steps and things to check:

1. Verify the Trigger Configuration:

Trigger Definition: Double-check the configuration of your custom trigger. Make sure the segment you're using for membership qualification is correctly selected and that the criteria are still valid. Sometimes, segment definitions can accidentally be modified.

Trigger Activation: Ensure the custom trigger itself is activated. There might be an activation or publish status for the trigger.

Journey Activation: Confirm that the journey using the custom trigger is also active and running. A paused journey won't process any triggers.

2. Check Segment Membership Updates:

Segment Refresh: Segments in Customer Insights - Journeys are typically refreshed periodically (e.g., daily). If the segment membership hasn't been updated recently, the trigger won't fire. Try manually refreshing the segment to see if that makes a difference.

Segment Definition Changes: Review the definition of the segment used in the trigger. If the segment's criteria have changed, contacts might no longer qualify, even if they did last week.

3. Test the Trigger Thoroughly:

Test Trigger Option: You mentioned you've tried the "Test Trigger" option. Make sure you're testing it with a contact that definitely meets the criteria of the segment used in the trigger.

Real-Time Testing: If possible, try a real-time test. Have a contact perform the action that should qualify them for the segment and trigger the custom trigger. Monitor the journey to see if the contact enters the branch triggered by the custom trigger.

4. Examine Journey Insights:

Journey Execution: Look at the insights for the journey where the trigger is used. See if there are any errors or warnings related to the trigger or the segment.

Contact Progression: Check if contacts are even entering the part of the journey where the custom trigger is located. If they're not reaching that point, the trigger won't have a chance to fire.

5. Check for Platform Updates/Issues:

Service Health: Check the Microsoft 365 service health dashboard to see if there are any reported outages or issues with Dynamics 365 or Customer Insights - Journeys.

Recent Updates: Consider if there have been any recent updates to Customer Insights - Journeys. Sometimes, updates can introduce unexpected behavior.

6. Power Automate (If Applicable):

Flows and Triggers: If your custom trigger involves Power Automate flows, check the flow execution history to see if there are any errors. Make sure the flow is active and configured correctly.

7. Contact Microsoft Support:

Escalate: If you've tried all of the above and the custom trigger is still not working, it's time to contact Microsoft Support. Provide them with detailed information about your trigger configuration, the segment definition, the journey setup, and any error messages you've encountered.

Key Points to Emphasize to Support:

Specifics: Provide the exact names of the custom trigger, the segment, and the journey.

Timeline: Mention when the issue started occurring.

Steps Taken: Describe all the troubleshooting steps you've already taken.

Screenshots: If possible, include screenshots of your trigger configuration, segment definition, and journey design.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Best Regards,

Daivat Vartak

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