web
You’re offline. This is a read only version of the page.
close
Skip to main content

Notifications

Announcements

Season of Giving Solutions is Here!
News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Triallists who become ...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Triallists who become customers part way through a customer journey

(0) ShareShare
ReportReport
Posted on by TigerDuck 35

Hi there,

I'd like to set up a customer journey for triallists that excludes those who go on to buy the product at any point through the trial period.

So we have a webhook pulling in data of new triallists and one for new customers. Dynamic segment would look like "New triallists" excluding "new customers."

However, will D365 assess that segment as the journey progresses so that if someone buys the product part way through the trial, they will no longer receive the triallist nurture email flow? 

Thanks,

Rosemary

I have the same question (0)
  • Suggested answer
    Nya Profile Picture
    Nya 29,060 on at

    Hi Rosemary,

    Once a contact has been processed by a customer journey, the contact cannot be excluded from the process just by removing the contact from the segment.

    So it is recommended to set your customer journey as a recurring one.

    It will restart to check the audience by the Recurrence Interval you set.

    pastedimage1653457415826v1.png

    Here is the documentation of how to set up a recurring journey.

    However, the minimum value of the Recurrence Interval is 1 day, which means if a contact buy the product, the contact will still be processed by the journey on the day.

  • TigerDuck Profile Picture
    TigerDuck 35 on at

    Hi Nya,

    Thanks. I'll read this through.

    However is this an alternative -

    If I set the journey up in Realtime Marketing and use a dynamic suppression segment, would this also solve the problem of a triallist who needs to be removed from a nurture journey due to becoming a customer before trial the ends??

    Thanks,

    Rosemary

  • TigerDuck Profile Picture
    TigerDuck 35 on at

    Hi Nya - I'm finding the recurring journey concept harder to understand in this context. Does it push the customer through from the start of the journey each time? Thanks

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

News and Announcements

Season of Giving Solutions is Here!

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Neeraj Kumar – Community Spotlight

We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…

Congratulations to the November Top 10 Community Leaders!

These are the community rock stars!

Leaderboard > Customer experience | Sales, Customer Insights, CRM

#1
Pallavi Phade Profile Picture

Pallavi Phade 98

#2
Tom_Gioielli Profile Picture

Tom_Gioielli 79 Super User 2025 Season 2

#3
TAHER Mehdi Profile Picture

TAHER Mehdi 58

Last 30 days Overall leaderboard

Featured topics

Hide selecting Contact for potential customer when creating quote

Product updates

Dynamics 365 release plans