Dynamic segments in Journeys

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Posted on by Ioana L

Hi,

It should be logical that that's how it should happen, but I am going to go ahead and ask anyway.

I am planning to send a transactional email to customers who need to update some information in their profile, and have a dynamic segment with all those who have not yet updated it.

If I use the dynamic segment in a customer journey with 2 emails (1 at journey start and one reminder 6 months later), those who updated their profile and no longer are in the segment at the time the reminder is scheduled won't receive the reminder, correct?

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Flicinsights 10 on at

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Hello - Technically, that is correct. However, you will need to remove the contacts who updated their details from the list manually? You can test it out by creating a test customer journey (test contacts) with a short reminder (1 day instead of 6 months).

Have you considered adding a condition to the journey to exclude anyone that has updated their details for the second email? I think that is possible and worth exploring.

I hope this helps.

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Leah Ju Microsoft Employee on at

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Hi partner,

Has the journey already begun? Has the contact already been through part of the journey?

If so, the customer journey will not realise the contact no longer belongs to the segment and the journey will continue to send reminder email 6 months later to these contacts until the journey ends or is stopped even if the conditions of the initial segment are not met (or are removed from the segment) at some point in the middle,

The answer lies in suppression segments(any contact that joins the suppression segment, will be taken off the customer journey):

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

How to do it?

You must create a segment which is the inverse of the segment which you want to include in the journey, then set this as the 'Suppression Segment' for the customer journey.

(1)Create Segment:

--Trigger Segment:

--Suppression segments(It's the usual Segment, except you set the exact opposite conditions)

(2) Customer Journey:

--Add Segment Test1 as trigger:

--Add Segment Test2 into 'Suppression segment' lookup:

Test:

(1) Update Business phone value for two contacts:

(2)Only one contact can be sent third email:

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Ioana L 15 on at

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Thank you so much for the reply. I have read something about suppression segments previously but was hoping it was not really the way to do it. :(

I will maybe try that. But it sounds as if it would be easier to create two journeys, one for the first email and one for the reminder.

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Leah Ju Microsoft Employee on at

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Hi Partner,

Yes, you can certainly create two journeys to send these two emails separately if you don't want to use suppression segments.

But you need to remember to create a second journey after 6 months if you don't want to send reminder email to contacts who have updated their information within 6 months.

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