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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Customer Journey - Sta...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Customer Journey - Start: Submit Marketing Form

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Posted on by Jenni221 140

Dear Community,

we use a marketing form (via form capture) to get newsletter registrations. 

When somebody submit the form, a journey is triggered which send a double opt in email to the contact. If the contact clicks the link in the email a workflow is started which set the consent for the contact and add the contact to the subscription list.

When the same contact submits the form 1 hour later, he did not show up in the customer journey anymore. Is it not possible that a contact can submit a form several times? Could you please advise how to handle this?

It is important for all marketing form submissions anyway.

Thank you for your help!

Best Regards

Jennifer

I have the same question (0)
  • Jetj25 Profile Picture
    Jetj25 534 on at

    Same problem here

    when you have a webinar subscription and the participant has lost the subscription link and submits again he does not receive it again

    So the double opt in is not a solution

  • Community Member Profile Picture
    Community Member on at

    Hi Clofly,

    we have the same issue in our project, as we're not using the standard DOI-feature.

    We initially used the submission of forms as start of the customer journey because the segments take way to long to trigger the confirmation email...

    We rebuild several emails, so that we can send the onboarding and reminder emails as transactional emails and switched the setting for deduplication off. So the contact will receive all necessary emails to confirm the subscription again and a contact can be contacted several times within the same onboarding customer journey.

    Our whole process won't work, because the customer journey won't get started after submitting the form again with the same contact.

    On the form or the customer journey, there is no possibility to adapt anything.

    There has to be a solution for this!?

    Thanks in advance

    Lukas

  • Suggested answer
    Aga M Profile Picture
    Aga M on at

    Hi Jennifer,

    As answered by Clofly:

    • Customer journey will only process engaged contacts once, thus when the same contact submits the form again, he/she won't show up in the customer journey anymore.

    However, starting from April'20 release, you can set up different confirmation email templates and thank you pages based on a new form-level double opt-in functionality. With that, you will be able to define different confirmation email templates e.g. for whitepaper and newsletter subscription.

    (see this thread for a reference: https://community.dynamics.com/365/marketing/f/dynamics-365-for-marketing-forum/385271/thank-you-email-after-every-form-submitted)

    Best Regards,

    Aga

  • cloflyMao Profile Picture
    cloflyMao 25,210 on at

    Hi Jennifer,

    DOI is an automatic process, when it is enabled, whenever contact subscribes/unsubscribes a marketing list, or changes consent level, a confirmation email will be delivered to his/her mailbox, customer journey is not required to the process.

    Customer journey will only process engaged contacts once, thus when the same contact submits the form again, he won't show up in the customer journey anymore.

    If you would like to send email to contact in each time submission, you could refer to solution in following thread:

    https://community.dynamics.com/365/marketing/f/dynamics-365-for-marketing-forum/385271/thank-you-email-after-every-form-submitted

    Regards,

    Clofly

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