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Suggested answer

Customer Journey showing 0 contacts in segment but over 40k there?

Posted on by 5

Hi Guys, 

We have a dynamic segment setup that essentially captures all people who have opted into marketing for one of our brands. This has about 40k people in it right now and the segment is live and working without issue

The team have come to use this segment in a customer journey with the hope of sending an email but when the journey is pushed live, the journey shows 0 contacts despite the segment being selected above.

Theer are no conditions on this as i can see that should prevent this.

Anyone know?

Screenshots below

pastedimage1630566851485v1.png

pastedimage1630566954714v1.png

  • D365marketing Profile Picture
    D365marketing 10 on at
    RE: Customer Journey showing 0 contacts in segment but over 40k there?

    Might be a stupid answer but there is a delay in getting the numbers. Go back in 10 minutes and hit refresh. you may see them then. I used to get 0 and knew it wasn't right and then one day the number changes mysteriously after a few minutes. It just takes a while sometimes. D365 Marketing is one of the worst email automation platforms I have ever used.

  • Elliot Poole Profile Picture
    Elliot Poole 5 on at
    RE: Customer Journey showing 0 contacts in segment but over 40k there?

    Hi,

    I am facing the same issue, did you ever find out how to fix this?

    Kind regards

    Elliot

  • KTCRM Profile Picture
    KTCRM 30 on at
    RE: Customer Journey showing 0 contacts in segment but over 40k there?

    I am facing same issue. It shows 0 contacts in segments in a live customer journey. I enabled customer preferences for all contacts in that segment, is there any other setting which is causing this issue?

  • Nya Profile Picture
    Nya 29,050 on at
    RE: Customer Journey showing 0 contacts in segment but over 40k there?

    Hope it could be resolved soon.

  • Suggested answer
    RE: Customer Journey showing 0 contacts in segment but over 40k there?

    Hey Nya, I have actually spoken to Microsoft and the workflow just doesnt fire at the point that the customer journey is being pushed live. Looking at the system jobs, we have multiple tasks missing so looks to be a solution issue.

  • Nya Profile Picture
    Nya 29,050 on at
    RE: Customer Journey showing 0 contacts in segment but over 40k there?

    Hi,

    I'd like to confirm if the journey has started to process contacts?

    The number "Contacts in journey" is the contacts who have been processed and its value will be delayed for a small period of time.

    At the same time, the number in the steps will change also.

    pastedimage1630569495092v1.png

    If the journey has started, for example, some emails has been delivered, and the number is still 0, it is not an expected behavior.

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