Preventing contacts from being in multiple customer journeys

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I have a question about assigning contacts to a customer journey once they have filled out a form, but having it so a contact can only be in one journey at a time.

For instance, if a contact submits form A and then is placed in journey A, even if they submit form B minutes later, they will be suppressed from journey B.

So is it possible to create a dynamic list of all contacts that have filled out a form within a certain time period, say the last 30 days? And then use said list as a suppression for other journeys?

The ultimate goal being dozens of journeys running automatically based on form submissions, but each using the others as a suppression to prevent a single contact from being in multiple at the same time.

Thanks for the help!

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cloflyMao 25,210 on at

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Hi Burly,

It's glad that your problem has been solved.

Please kindly mark as verified if you had found any answer helped, it would be greatly appreciated.

Regards,

Clofly

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This was it, thanks so much. This got it working!

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To view and create your customer journeys, go to Marketing > Marketing Execution > Customer Journeys. This brings you to a standard list view, where you can search, sort, and filter the list to find an existing journey.

To create a new journey, select New on the command bar.

When you create a new customer journey, you'll first be presented with a list of customer-journey templates, which can help you get started quickly. The Journey templates dialog box provides a categorized overview of templates and a search form to help you find the one you're looking for. Each template represents a particular type of campaign, and includes a pre-configured pipeline and a few related settings that will help you create a customer journey of the selected type.

Select a Journey Template dialog

You can also choose to start from scratch instead of using a template. The pipelines provided by a template represent the form and logic of your campaign, but you'll still need to configure the various tiles by—for example—assigning the specific marketing email message that should be sent by each email tile.

When creating or editing a customer journey, you'll be working on the customer-journey form page. At the top of this page, you'll see the canvas, where you'll build up your campaign pipeline by adding, arranging, and configuring the tiles that represent each step in the journey. General settings and fields for metadata are available further down on the page, below the canvas.

I hope this information helps!

Regards,

Lewis

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cloflyMao 25,210 on at

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Hi Burly,

Could you provide following information?

- Marketing form and marketing page type(landing page or subscription center)

- Where did you host page/form?(portal or own web server)

- CRM Version and client verion

- CRM Region

By default form submission tab will only save success submission records, set the option to Yes to save all types records.

https://docs.microsoft.com/en-us/dynamics365/marketing/marketing-forms#settings-on-the-summary-tab

Check Store all form submissions item.

Finally,

1. try to troubleshoot by create a new segment with only specific marketing form as filter without customer journey,

to test whether it can query contacts.

(find interactions in the last x days by click funnel icon)

2. Share your segment filter screenshot if possible, thanks.

Regards,

Clofly

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Verified answer

cloflyMao 25,210 on at

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Hi Burly,

1.

Yes, because actually "form submitted" is type of entity, all submissions from leads or contacts will be saved as this type of records.

But unlike other common entities such as Lead, Contact or Marketing email etc, we could only view these interaction data in Insights tab or export them with Power BI.

In a detailed explanation of your description, subscription list is also a part of form, so the submission with only subscription list options checked will be also regarded as form submitted record.

2.

You can add a dynamic date range. From the link in my first response, you can click Interaction filters then set a dynamic date range.

As what the doc introduce for this button:

Use these to set a minimum or exact number of interactions that a contact must have performed to be included in this segment. You can also set a moving-window filter to only consider interactions that occurred recently, such as in the last two weeks. To enable the moving-window filter, change the third drop-down list from interactions to interactions in the last. The date of the moving window is always calculated based on the current date, so if you enable this, then some contacts may slip out of the segment with each passing day unless they remain engaged. In this example, the filter will find contacts who clicked on a message at least once in the past 45 days.

3.

Yes, but you could stop(pause) the customer journey and change suppression segment, then go live it again.

As long as there is no contact makes any interaction during this period, (because his/her interaction won't be recorded)

everything will go continuously once the customer journey go live again until end date comes.

Regards,

Clofly

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Community Member on at

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Hello Clofly,

I've stumbled across another issue that I can't seem to get around.

When selecting a behavioral audience and choosing the option of "form submitted", I'm showing an audience of zero. When I look at the form, it shows no form submissions (see below).

However, when I look at the Contacts associated, I can see everyone that has submitted the form, even though they do not show up under form submissions.

Additionally, if I click on the contacts and look at their insights, I can see they have indeed submitted the form (see below).

So my question is why does the form show no submissions? This prevents me from using the "form submissions" option in the segmenting tool to segment these individuals. I've even tried using the marketing list Contacts are automatically placed into when submitted the form, and despite the marketing list showing the correct members, the segmenting tool still shows 0 Contacts.

Hopefully this makes sense and any suggestions would greatly be appreciated.

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Hello Clofly,

Thanks for your response! I have a few follow-up questions:

1. Currently the forms aren't in the customer journeys, leads who fill out the forms are automatically added to a subscription list which is the trigger to begin a journey. So would "Submitted a form during journey" work in this case?

2. I see how you can have timestamps for certain dates that a person filled out a form. But is there not a way to have it be the past 30 days, rather than a specific date range? If it's only a specific date range, then wouldn't I have to be constantly creating new segments after every new month to fit the new date ranges? I plan to have these customer journeys be automated and running continuously.

3. It looks like customer journey's cannot be edited once started, is this correct? We'll be adding additional segments in the future, so would I not be able to retroactively add those as a suppression list to older customer journeys (even as a combined segment)?

Thanks again!

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Aga M on at

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Hi Burly,

Thank you for the question.

For your scenario, you could crate a suppression segment containing all the contacts who filled up the form A within a certain time period and then use this suppression segment in journey B (as suggested by Clofly Mao). However, it can happen that segment B will be evaluated before a suppression segment, so to ensure that all contacts who submitted a form in journey A are part of suppression in journey B, please add a scheduler after a form tile in both journeys that waits for 2 hours before sending an email (scheduler of a duration type, where duration = 2 hours).

Please let me know if above workaround worked for your scenario.

Best Regards,
Aga

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cloflyMao 25,210 on at

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Hi Burly,

-> For your basic situation:

form A and form B, Customer Journey A and Customer Journey B,

you could take following process as reference:

1. Select Submitted a form during journey template to build a segment, this would be suitable for what you've described.

Or build it from scratch by clicking Behavior type segment.

2. This segment will find contacts who have submitted "My subscription center" between 1/6 yo 1/31 during "0108-02" customer journey.

adminer mao has been found, because I let him changed his firstname name via the form on 1/8.

3. In a new customer journey: 0109-01, we added the previous segment to Suppression segment field,

then "adminer mao" will quit new journey even if he had been included in segment that was added in the new journey.

-> For your ultimate goal

Due to each customer journey could add only one suppression segment,

so my thought is that create a combined segment.

For example, combined contacts who have participated cj1 and contacts who have participated cj2,

combine them in a new segment, then add it to supression segment in cj3.

Reference:

How to design behavioral segments:

https://docs.microsoft.com/en-us/dynamics365/marketing/segments-interaction

How to use combined segments:

https://docs.microsoft.com/en-us/dynamics365/marketing/segments-compound

Regards,

Clofly

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