Moving a contact to a previous part of the customer journey

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Posted on by Dave Welsh

Hi. I am struggling to create a step withn the customer journey that moves a contact from one part of the journey to another earlier stage in the journey.

Situation: I have created a journey based on several emails, using a trigger for "Opened Email" to determine their next step. If they dont open the first 3 but open the 4th, I would like them to go back and enter the journey for the contact that opened the first email. At the moment I can see the only solution to be to recreate the first part of the journey over and over again for every eventuality of the journey. Obviously this creates a huge risk for errors and makes the customer jouney very complicated.

Is there a way to move contact from a trigger step to another part of the customer journey?

Thanks

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Habib Heydarian on at

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RE: Moving a contact to a previous part of the customer journey

Hi Dave,

Thanks for your question. While we don't have a native way to support this scenario, there is a workaround where you can set your journey to recurring which will reset the state of the journey and hence the customer can go through the journey again.

Cheers,

Dynamics 365 Marketing Team.