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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / How to process contact...
Customer experience | Sales, Customer Insights,...
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How to process contacts in customer journey more than once using dynamic segment

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Posted on by Community Member Microsoft Employee

Hello,

I am facing the following scenario:

I you want to create a dynamic segment and process the customer journey with this segment aiming to send emails. Once all contacts are processed, if some conditions to be part of the segment are unverified for some contacts, I'd like to remove these contacts from the segment and add them back again to the segment in order to process them again when the conditions are verified.

Performing some punctual tests using static segments it seems to be impossible to process a contact more than once.

Is there a way to solve this issue?

Thank you in advance.

Best Regards,

Giulio Indennitate

  • fxbhm Profile Picture
    fxbhm 28 on at
    RE: How to process contacts in customer journey more than once using dynamic segment

    Hello Elena,

    I would have a follow up question on this. I want to send an NPS survey every X months to customers. Therefore, I set up a segment that uses the "anniversary" option in order to select each customer every X months. Do I have to additionally use the "recurring journey" to reselect the customer?

    Thanks for your help.

  • Suggested answer
    Petit Hibou Profile Picture
    Petit Hibou on at
    RE: How to process contacts in customer journey more than once using dynamic segment

    Hi Giulio,

    Such scenario is not directly supported. There are a couple of options that might help addressing this issue, but I'm not sure if either will address your specific business scenario

    Option 1. One contact can go through a single tile (including segment, form, etc) only once per customer journey iteration, but it’s totally supported to have two parallel swimlanes. In such case, eg you may build the second segment from those contacts who haven't met the conditions initially and make a second run for them at a different time

    Option 2. Another option might be use of recurring journey. It also has its own specific and may or may not be applicable for your business scenario. In recurring journey all contacts are reprocessed at regular intervals during the active period. Then for the next period your dynamic segment will be updated and new contacts added to the same customer journey

    ------------

    Hope this helps

    Elena

  • Jarrod365 Profile Picture
    Jarrod365 40 on at
    RE: How to process contacts in customer journey more than once using dynamic segment

    Hello Giulio,

    As far as I know, customer journey only executes one time, which means contacts will be only processed once.

    Scheduler tile might help you:  wait a few days for the segment to refresh.

    https://docs.microsoft.com/en-us/dynamics365/marketing/customer-journey-tiles-reference#waitdelay

    Best Regards,

    Jarrod

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