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Customer experience | Sales, Customer Insights,...

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If a contact reaches the end of the swimlane, and one of the conditions changes where they enter a segment which is targeted by another swimlane what happens?

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Posted on by kate-32

Hello,

Trying to figure out how swimlanes work and what happens once a contact reaches the end of the swimlane.

Context:

Within one customer journey, I want to contact both Leads and Leads who turn into customers.

I have swimlane A which targets only leads and Swimlane B which targets Leads who turn into customers.

If a Lead travels in swimlane A and receives the very last email before the end, email C5, then converts into a customer after receiving email C5

Will they still be able to get passed into Swimlane B?

Thanks for the help!

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Leah Ju Microsoft Employee on at

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Hi kate,

All swimlanes will start at teh same time, the start time of the whole customer journey.

And any time a contact joins this swimlane.

So contacts who have passed Swimlane A still be able to get passed into Swimlane B.

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