How will contacts, who have opted out of text message, process through a customer journey that includes a text message tile?

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Posted on by Lynn Drees

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I received the following question and am not sure how to respond. The question is essentially: How will contacts who have opted out of text message, process through a customer journey that includes a text message tile? Any tips are appreciated. Thank you! Lynn

"I had a question about best practices for customer journeys with text messages. It was pointed out to me that if a contact isn't processed through a tile, then they can't continue on with the journey. Here's the scenario: If a client has a customer journey with both emails and text tiles (all tiles are in a successive order, no triggers), and a contact has opted out of text messages, my understanding is the contact wouldn't be processed through the text message tile and thus can't continue with the journey. What would be the best practice for how to configure a customer journey? Would we need two tracks and two segments, one that for those that have opted into texts and includes texting tiles, and one for those that haven't opted into texts and only includes email tiles? Or would something like the attached screen shot be advised since I think this would avoid continuation of the customer journey being contingent upon processing of a text message?"

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cloflyMao 25,210 on at

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Hi Lynn,

You could create a custom boolean type field "Do not text message" to Contact entity, then it to ComplianceField property of custom channel xml file.

Then contacts whose the field equals to true won't receive text message.(Because that no custom channel activities will be created for them.)

https://docs.microsoft.com/en-us/dynamics365/marketing/developer/configure-tile-custom-channel#tile-xml-file-elements

Regards,

Clofly

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Lynn Drees 160 on at

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Hi Clofy,

I'm looking more to understand what will happen if I don't pay attention to if someone has opted/in or out and what would happen when they hit the text tile. Would they go any further in the journey if there are following email or other tiles?

Thanks,

Lynn

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cloflyMao 25,210 on at

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Hi Lynn,

It would be helpful if you could elaborate your business requirement.

How did you design to represent whether contact is opted in/out for text message? By a custom boolean field or something else?

If it was a custom boolean field and was set to the compliance field of custom channel, then contacts whose the field equals to Yes(e,g: Do not text message) won't hit the text tile, but they can still receive email.

In a word, all of contacts will go further in the journey, only some of contacts will receive text message.

Regards,

Clofly

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Petit Hibou on at

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Hi Lynn,

answering your question Re: "Would they go any further in the journey" - this will depend on how you set up journey and segment, imho.

Consent is managed on 2 levels:

1) minimal consent level can be set up for a CJ

2) there are consent related attributes for a contact record - eg "consent given" as well as "allow email"/"allow bulk email". Custom attributes eg "allow text message"can be added - as Clofly has written above. They are used for filtering data in segments and/or creating suppression segments.

With that, in the CJ example you've provided, if your suppression segment will contain all users who opted out either from emails or sms - then this user will not go further with email if he has opted out from sms already (as well as with any other tile as he will be removed from the segment at the moment of first opt-out).

Using CJ minimal consent level will not help much in such case as email and sms sending will probably fall into same category - eg subscriptions/marketing.

Having this in mind, I would recommend

1) either split your CJ into 2 swimlanes within one journey- dividing email and sms sending and setting up different rules/filters

2) or split your CJ into 2 journeys.

#2 is usually recommended unless you will need to have a view of CJs and have combined insights.

HTH

BR

Elena

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