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Customer Journey flow control

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Posted on by 10

Hi all,

I’m exploring the features of the marketing module of Dynamics 365, and I have a few questions about the Customer Journey behaviour:

  1. ¿Is there any way of evaluate info contained in the entity (contact, lead or whatever entity is selected on the segment) in the triggers? If not in the triggers itself, a way of control the flow inside the Customer Journey based on the entity’s own info, not the previous steps in the journey.
  2. ¿Is it possible for a user or an automated process to stop the journey of a specific contact? ¿And to force a contact to follow a specific branch of the flow even if it apparently doesn’t match the conditions to follow it?

For example imagine you have a Customer Journey that starts sending an email to the contacts asking for some documentation and goes on until he sends it. If the contact sends the documentation by ordinary mail, or calls and orders to cancel all the operation, ¿how could the responsible push the customer trough a specific branch, or stop the journey?

I think this might be achieved by using exclusion segments or something like that, but since I’m having some issues going live with the Customer Journeys in my trial environment, I’m not able to check it.

Thank you

  • Suggested answer
    ShaileshJain Profile Picture
    ShaileshJain on at
    RE: Customer Journey flow control

    as @Clofly suggests for #2, when somebody is already progressing in the journey, suppression segment is the right mechanic to move them out of the running journey

    for #1, ability to trigger based on contact attributes, best would be to logically break this up into separate journeys. save the contacts flowing into the last step of the campaign as a segment S1. this is quite convenient using save-as segment behavior.

    docs.microsoft.com/.../generate-segment-from-journey

    then use a  compound segment S2 to build a desired journey. the segment definition would be:

                   S2 = (S1) AND  (contact.attribute=SomeValue)

  • cloflyMao Profile Picture
    cloflyMao 25,202 on at
    RE: Customer Journey flow control

    Hi Eduardo,

    For q1:  Could you provide more details of your requirement that evaluating info contained in the entity in the triggers?

    I typically add the Trigger tile after Content tile, then I can set source(from previous tile) and condition in its rule properties.

    For q2:  Were you planning to force an exit of a contact from a customer journey or remove him in customer journey when the contact made cancelling subscription request? If so, there are several ways:

    1. Add a Scheduler tile in your flow to create a delay and then you can remove contacts.

    2. Add suppression segment in Customer Journey even it is Live, you could read those articles as reference:

    https://docs.microsoft.com/en-us/dynamics365/customer-engagement/marketing/customer-journeys-create-automated-campaigns#add-a-suppression-segment 

    https://docs.microsoft.com/en-au/dynamics365/customer-engagement/marketing/suppression-segments 

    Note: There is a important and useful information:

    Dynamic segments get refreshed about once an hour when they are live.  

    Regards,

    Clofly

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