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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Customer Journey in D3...
Customer experience | Sales, Customer Insights,...
Suggested answer

Customer Journey in D365 based on links clicked.

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Posted on by Vicki Oz 15

Hello and thank you for reading this and helping.

I am trying to create a journey based on clicking on a link in an email.

All people in segment get email #1. There are 3 links in the email - that hopefully could trigger the follow-up email.

Depending on what link gets clicked, I wanted to drive the follow-up email(s) sent.

I am hitting a wall configuring this within the journey.  I can get the second email triggered but not the subsequent ones.

pastedimage1634568367884v1.png

Does this need to be managed at the Segment and not within the Journey?

Any assistance is greatly appreciated.  

I have the same question (0)
  • Nya Profile Picture
    Nya 29,060 on at
    RE: Customer Journey in D365 based on links clicked.

    Hi,

    Thanks for the query.

    But I cannot figure out what you mean by "the subsequent ones".

    Would you please indicate in your screenshot where you would like to place the subsequent ones.

  • Huma Mahmood Profile Picture
    Huma Mahmood 5 on at
    RE: Customer Journey in D365 based on links clicked.

    Dynamics 365 Marketing is a storehouse of customer journeys. You can generate as many as you want by visualizing and automating the paths that your customers will adopt to make a purchase.

    A customer journey could be extremely simple, like the one only involving a short interaction, like a single email campaign. On the other hand, a more complex journey could include a complete process from discovery to getting converted to a lead.

  • Vicki Oz Profile Picture
    Vicki Oz 15 on at
    RE: Customer Journey in D365 based on links clicked.

    Hi Nya. 

    thank you for replying. I could not map it out in a journey.  

    Here is an outline.

    1. There could be 4 emails in this journey.

    2. Send email #1 to group - Email #1 has 3 hyperlinks. Depending on the clicked link, I wanted to send a follow-up email. 

    2. If an email #1 recipient clicks hyperlink #1, send them Email #2

    3. If an email #1 recipient clicks hyperlink #2, send them Email #3

    4. If an email #1 recipient clicks hyperlink #3, send them Email #4

    I also wanted to wait a period of time to stagger the emails in case someone clicked on multiple links within the email.

    I have a sense this scenario is not possible in Dynamics.

    I appreciate your follow up.

    Vicki

  • Community Member Profile Picture
    Community Member on at
    RE: Customer Journey in D365 based on links clicked.

    I think you might be able to do this in the Real-Time Marketing journey creator.

  • Vicki Oz Profile Picture
    Vicki Oz 15 on at
    RE: Customer Journey in D365 based on links clicked.

    Thank you. THat is good to know the RTM could offer a solution. I have to wait for our version of Dynamics to offer that.

    I appreciate your response.

    Vicki

  • Suggested answer
    Community Member Profile Picture
    Community Member on at
    RE: Customer Journey in D365 based on links clicked.

    Hello Vicky,

    I understand what you are trying to do and I disagree with the answers you have been given.

    The way I see it, you could use the If/Then tile to solve you issue:

    1. Send marketing mail with 3 links

    2. If/then link 1 is clicked: Send mail 1 / If not: Insert new Tile

    3. Insert new If/Then Tile: If link 2 Clicked. Send mail 2 etc.

    4. Repeat the process for mail 3

    You can also insert Wait Tiles with this solution :)

    I hope it works for you!

  • Suggested answer
    Community Member Profile Picture
    Community Member on at
    RE: Customer Journey in D365 based on links clicked.

    Another solution is to create 3 different segments that checks if a specific link has been clicked in the customer journey. Then you could add 3 new swimlanes that sends out the different e-mails to these segments.

  • Vicki Oz Profile Picture
    Vicki Oz 15 on at
    RE: Customer Journey in D365 based on links clicked.

    Hi Emil Dusi. Thank you for that suggestion.

    I presume I could stagger the follow up emails so they are not sent all at the same time using the wait tiles.

    I appreciate your suggestions.

    Vicki

  • Community Member Profile Picture
    Community Member on at
    RE: Customer Journey in D365 based on links clicked.

    Hi Vicky,

    Yes, that it possible. :)

    If you found my answer helpful, please mark it as an answer to your question. Thanks!

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