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Phone call activity in Customer Journey

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Posted on by Nguyen Hieu

Hi Everyone,

I'm have a Customer Journey that creates phone call activities from a Demographic segment (called Segment 1) and that is working correctly.

(Sorry I'm using Japanese version of Dynamics)

In Phone Call Activity I created custom option filed "Is Interested" to evaluate customer satisfaction.

Then I created another dynamic segment (called Segment 2) that contains "Interested" Customers from Segment 1 like below.

When i created a new contact It seems to be instantaneously reflected in Segment 1.

but when I change the Phone Call activity of a contact in Segment 1 to "Interested", the Contact is not reflected in Segment 2.

I read that the Dynamic Segment takes some time to get refreshed, but I have already waited for more than 4 hours and nothing changes in Segment 2.

Has anybody any experience with this kind of scenarios?

Thanks a lot in advance!

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cloflyMao 25,210 on at

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Hi Nguyen,

I build a similar segment as yours.

Would the upper query block of yours also be "Contact (Phone Call -> Contact (Call To))"?

In my test,

there are 4 phone call records:

my segment 1 retrieves contact whose last name equals mao.

my segment 2 has found intersected records immediately.(also when I click estimate size button)

Please check whether Call To field has been populated with corresponding contact entity record.(and there is only one selected record in my Call To field)

Regards,

Clofly

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Nguyen Hieu 20 on at

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Hi Clofly,

Thanks for your response!

Actually my Segment 2 is updated after 6 hours of waiting.

When I changed a contact from Segment 1 to "Interested", It wasn't reflected in Segment 2 for immediately, It always takes from 3-6 hours to be updated. Although if I creates another segment that has the same conditions like Segment 2 and after clicking estimate size button the result is correct. So I think because of dynamics segments need some hours to be updated...

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cloflyMao 25,210 on at

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Hi Nguyen,

Yes, dynamic segment calculation is not instantaneous, in general, it will refresh per hour.(you can find this conclusion from some previous threads, and you shall see a yellow notification bar which tell you expected re-evaluation time when segment is in live status.)

Perhaps your segment had large amount of contact records, so more time was taken to calculate for update.

Anyway, it's glad that your problem has been solved. :)

Regards,

Clofly

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