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Customer Journey if/then phone call

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Posted on by 509

I want to create a if/then on a Customer Journey after a phone call (ie if i field has been set in Phone Call).

How do I get this into a Customer Journey?

  • Harry Potter Profile Picture
    Harry Potter 5 on at
    RE: Customer Journey if/then phone call

    I am also trying to find a solution to this. Seems like should be a basic functionality

  • sergio1234 Profile Picture
    sergio1234 5 on at
    RE: Customer Journey if/then phone call

    I'm also looking for a solution for this... End of 2022 and nothing new, I guess?

  • thecharwest Profile Picture
    thecharwest 215 on at
    RE: Customer Journey if/then phone call

    I don't suppose you ever found a nice solution to this did you? Seems so odd that it's not included OOTB.

  • Lee-Martin Profile Picture
    Lee-Martin 509 on at
    RE: Customer Journey if/then phone call

    In case anyone can help I'lll post my full scenario

    a/ A phone call is made, if no one answers this is reflected in a check box

    b/ A customer Journey will send approprate Email messages to the customer.

    c/ A second phone call is created by the Customer Journey.

    b/ Step a is repeated with the second phone call, and if unsuccessful then a different email is sent by a customer journey and a third phone call is set up.

    this repeats until the 4th/5th phone call.

    I cannot get anything into the Customer Journey which will identify which iteration of the phone calls have been made or if an unsuccessful call has been made

  • Lee-Martin Profile Picture
    Lee-Martin 509 on at
    RE: Customer Journey if/then phone call

    Can I trigger a customer journey based on Power Automate or a workflow?

  • Lee-Martin Profile Picture
    Lee-Martin 509 on at
    RE: Customer Journey if/then phone call

    How would it work in practice?

    I only want to trigger it off a specific phone call - based on a checkbox.

    So if the checkbox is yes, it triggers the customer journey.

    I've got a tile set up, but it doesn't allow me to select the phone call on demand

    I did think about create a new Customer Journey triggered on that same criteria, but it doesn't allow me to do if/else based on the trigger either.

  • Suggested answer
    Rudav Nikolai Profile Picture
    Rudav Nikolai 105 on at
    RE: Customer Journey if/then phone call

    Standard if/then only works for email/page/form, you need to build a custom tile to achieve this.

    docs.microsoft.com/.../extend-customer-journeys-custom-channels

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