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Exit a Customer Journey or Campaign "exits" based on answering the email

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I have several journeys/campaigns where I need - based on if the recipient have answered to exit the journey or do something else. We do have both CRM & Marketing dynamics

I do not get this to work with Dynamic segments and customer journeys at the moment, even if I through the outlook app import the email answer to the contact, and try to match vs subject or in other ways. the customer journey do not understand that it should stop sending emails.

Have anyone else have this problem? Can I force update of a segment evaluation or import to "marketing insight services" in some way so that this works? Alternativly - how would I set this up with a dynamic marketing list?

Any solution are appreciated,

  • Dirk Cuthbertson Profile Picture
    Dirk Cuthbertson 37 on at
    RE: Exit a Customer Journey or Campaign "exits" based on answering the email

    Hi,

    Sorry this will just be a partial answer.

    I'd explore having two swim lanes in the CJ, The first takes your initial segment, sends the first email, add a wait and then run an on-demand workflow which will somehow (!) test for the reply email on your contact record. If there is none (assuming any reply would be on the timeline for that contact... that may be a big assumption) then add that contact onto a new static segment which will form the starting point for the second swim lane in which you just have the sending of the second email.

    Hope that helps.

    Cheers,

    Dirk

  • Larre Profile Picture
    Larre 5 on at
    RE: Exit a Customer Journey or Campaign "exits" based on answering the email

    Hi. No do not answer the question.

    This is what we want to happen

    A. Send an email. Wait . Send another email. If answer (not unsubscribe, IE if have replied) don't send the other email

  • Suggested answer
    Nya Profile Picture
    Nya 29,058 on at
    RE: Exit a Customer Journey or Campaign "exits" based on answering the email

    Hi,

    Please refer to the following documentations:

    Target a subscription list

    When a customer journey targets a subscription list, any contact that unsubscribes from that list will continue to be processed by any journeys that are already in progress and will continue to receive messages until all active journeys are complete. The same behavior occurs when a contact is manually removed from a subscription list.

    Set up a subscription center (Dynamics 365 Marketing) | Microsoft Docs

    All subscription centers include a do not email check box. When a contact chooses this option, the do not bulk email flag gets set on his or her contact record and Dynamics 365 Marketing will never send any marketing email messages to that contact. 

  • RE: Exit a Customer Journey or Campaign "exits" based on answering the email

    Thats a great question, I have had the exact same problem! Any suggestions here? :)

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