Multiple week letters in a Customer Journey

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Posted on by Community Member Microsoft Employee

Hi all,

I'm relatively new to Marketing module.

I'll try to demonstrate my issue:

Customer journey contains a dynamic segment (Tile 1), Tile 2 sends Marketing email message to contacts with "Week 1 news letter". Tile 3 is a Scheduler that waits for seven days. Tile 4 sends another Marketing email message to contacts with "Week 2 news letter" and so on (for the case of this discussion lets say that Customer journey contains 5 different news letters that are sent every Monday to segment members).

Now my question is what happens if a new Contact is created that meet the criteria for segment used in Customer journey (given the segment is dynamic, segment will update its members with this newly created Contact) and Customer journey have already sent "Week 3 news letter" and awaits next Monday to send out "Week 4 news letter"? Does newly created Contact get both previous news letters and this weeks news letter or what happens?

My goal is to achieve that the newly created Contact gets "This weeks news letter" and to continue with Customer Journey path as usual, not previous news letters ("Week 1 news letter" and "Week 2 news letter").

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d_radulova 2 User Group Leader on at

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RE: Multiple week letters in a Customer Journey

Hi @Marko ,

quite a few questions here, lets see..

Re - Recurrence count and interval - it is how often your customer journey will get "reset" and your segment will get re-evaluated.

Re - what a suppression segment is - have a look at this thread here . It has pictures and examples around what you are asking.

@Niels vh had a very good point, you can keep your customer journey the way it is, and just set the expiration of an email as such (if you are on the latest version.) If you are not, update as per the instructions in the first part of this blog here.

Thanks,

-DD
Community Member Microsoft Employee on at

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RE: Multiple week letters in a Customer Journey

Thanks for your advice!

Image above shows that setting. Can you please explain what "Reccurence count" means? Can you give an example?

"Suppression segment", should I choose the same dynamics segment that I use in Tile 1 in Customer Journey? If I have 5 members in my segment at the start of the Customer Journey, and sixth member joins before Customer Journey ends, does this sixth member end up in Suppression segment or how does it work? If you can provide an example I would be grateful :)
Community Member Microsoft Employee on at

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RE: Multiple week letters in a Customer Journey

With the april update (already available in preview) it is easier to prevent 'old emails' from being sent. You can decide after which date an email should not be sent. So week one is only valid in week 1 etc.

docs.microsoft.com/.../improved-customer-journey-experience

Ability to set time-sensitive email messages to expire after a specified time—for example, to prevent outdated reminder messages from being sent to contacts who register at the last minute.
d_radulova 2 User Group Leader on at

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RE: Multiple week letters in a Customer Journey

Hi Marko,

that's not the most efficient way to design your journey. A journey purely processes contacts as they join. All that will happen is whenever a person joins they will get the first email, then wait 7 days, get the second one, etc.

Have a look at recurring customer journeys, they get reset and evaluated at an interval you specify.

@Muhammad, smart schedulers keep the contact on the tile until the best time for them to receive the email, based on past knowledge we have on them. But it still complies with the customer journey rules, so the contacts will still receive the "old" emails with that desgin.

Thanks,
-DD
M.Azwar Alam on at

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RE: Multiple week letters in a Customer Journey

Hi,

If you are using smart scheduler then it seems newly created contact will get "This weeks news letter". Following link might help yuou

docs.microsoft.com/.../smart-scheduler

Mark answer as verified, if it is feasible for you