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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Using Dynamic and Supp...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Using Dynamic and Suppression Lists in Customer Journey's to remove journey members

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Posted on by Yola1011 40

Hi All

Will really appreciate your input here.

We have a client that has very complex customer journeys. As such, we want to have contacts who take the required action removed from the journey.

We are using Dynamic lists with suppression segments. SO once someone becomes an active member of something they need to be removed from the journey. From my understanding, a dynamic segment should continuously refresh and remove any body that has fallen into the suppression category? Is that correct?

It does not seem to be working like this but more like a static snapshot of contacts that was part of the initial dynamic segment. 

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  • Suggested answer
    Petit Hibou Profile Picture
    Petit Hibou on at

    Hi Yola,

    can you explain a bit more on what do you mean under "It does not seem to be working like this but more like a static snapshot of contacts that was part of the initial dynamic segment."?

    Contact membership in the suppression segment is checked before every email sending, sending is blocked if the contact is a suppression segment member. If you use dynamic segment as a suppression one - it will be regularly refreshed, but not every second.

    You can read more about suppression segments here: https://docs.microsoft.com/en-us/dynamics365/marketing/customer-journeys-create-automated-campaigns#add-a-suppression-segment 

    Br

    Elena

  • Yola1011 Profile Picture
    Yola1011 40 on at

    Hi Elena

    Thanks for the answer.

    Let me explain the scenario a bit better :)

    So we have a Dynamic segment of inactive members. Then we also have a dynamic segment of active members. So the inactive member segment is used to kick off the journey aimed at singing members up and the active members segment is used as a suppression list.

    So when one of the inactive members signs up as the journey runs they should be added to the active member segment and no longer be part of the customer journey.

    Is that correct? Even when people become active members they seem to still progress through the entire journey.

  • Suggested answer
    Petit Hibou Profile Picture
    Petit Hibou on at

    Hi Yola,

    thank you for explanation, now the scenario is clear for me

    Back to your question - if your contact signs up and is added to the suppression segment, he will not receive any further emails in this customer journey.

    But the thing you need to keep in mind is that although dynamic segments are being updated near real time (usually within 15 mins or less), there can be cases (eg segments with large data sets), when  segment processing can take more time. In such case this person may proceed further in the journey until his membership is updated.

    Then all will depend on how your customer journey is designed (eg if emails are sent once per week, all should work fine-  but if next email can be sent within one hour, there's a chance that suppression segment is not updated yet).

    If the case described is not what you see (eg segment member continues to receive emails long while after he is added to the suppression segment), then  please create a ticket - so that support team can look into details of your customer's environment and check what's wrong there)

    HTH

    BR

    Elena

  • Yola1011 Profile Picture
    Yola1011 40 on at

    Thank you so much Elena. Really appreciate the input :)

    Will take a look and see if a support ticket needs to be raised.

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