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Recent Update - Impact to Customer Journeys

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Posted on by amargello

The recent update changed and restricted our ability to add a split in a customer journey where we might add a follow-up step (example - when an email is opened, notify sales contact to call them). The toolbox is gone and we can't seem to figure out how to amend the process. Any suggestions? We are now looking to utilize the template as it potentially looks like it has not been impacted by the update.

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cloflyMao 25,210 on at

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Hi amargello,

As per my understanding, you could do below to add a follow-up step:

1. Click "+" to add a "If/then branches".

2. Click the branch tile, set the source to your Email, set the condition to "has been opened".

3. Click "+" button of Yes branch, add a phone call.

Final result:

You could refer to introduction about new canvas UI designer.

https://docs.microsoft.com/en-us/dynamics365/marketing/customer-journey

In addition, as you mentioned, UI of journey template is still same to the previous, because the new UI feature is still in early access,

template designer might be also upgraded to the new UI with the general availability in October.

Regards,

Clofly

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amargello 5 on at

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Thanks Clofly. We did try those steps also but our journey is slightly different in that once the action/split is taken we'd like the emails in the journey to continue to send all of the remaining emails. This method doesn't appear to allow for that.

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Aga M on at

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Hi Amargello,

Can you please share a screenshot/image showing required journey structure? (which was possible to create in the old designer)

That way we will be able to assist you on how to create such a journey in the new journey designer.

Thank you,

Aga

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