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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Adding contacts to a ...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Adding contacts to a customer journey that has started

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Posted on by tvanl 10

Hi team,

How do I go about adding a contact to a customer journey that as already started?

for example 

as of today I have created a dynamic segemntation list that includes all people from Australia and start a customer journey.

Tomorrow 5 new enquires come through into CRM that are from Australia. How do I start them on the same customer journey as above?

any help would be great. I am not sure if the dynamics segmentation list is the correct way of doing it 

cheers 

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  • Suggested answer
    Nya Profile Picture
    Nya 29,064 on at

    Hi,

    If the contact joins the dynamic segment which you created within the validity period of the Customer Journey, they will be processed by this Customer Journey.

    For example,

    1. Create a dynamic segment, targeting the contacts whose first names are F6.

     pastedimage1614925218291v1.png

    1. There is only one contact meeting the condition after going live the segment.

     pastedimage1614925239183v2.png

    1. Create a Customer Journey with the segment set as audience.

     pastedimage1614925248478v3.png

    1. Set the end time as you need.

     pastedimage1614925257971v4.png

    1. After Journey started and the only one contact received the email, create a new contact with the same first name - F6. There will 2 contacts in the segment.

     pastedimage1614925264515v5.png

    pastedimage1614925272984v6.png

    1. The email will be also sent to the increased contact in the segment.

     pastedimage1614925278545v7.png

    1. The status of a customer journey will turn into Stopped if the End Date is exceeded. Once stopped, it will no longer process new contacts.

     pastedimage1614925286086v8.png

    If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

    Best Regards,

    Nya

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