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Dynamics 365 Community / Forums / Customer Insights - Journeys forum / Send emails based on p...
Customer Insights - Journeys forum

Send emails based on product interests using customer journey in Dynamics 365 for Marketing

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Posted on by Community Member

Dear Experts, 

I am using Dynamics 365 for Marketing where I am trying to achieve the following based on interests shown by customers in the product. I am unsure if D365 for Marketing has capabilities and if how can I achieve this.

Following are the products I have (A, B, C, D, E, F, G, H). Emails has to be triggered in the following order

  1. Send Email 1 if customer has shown interest in any of the above product
  2. Send Email 2 if customer has shown interest in any of the above product
  3. Send Email 3 if customer has shown interest in A, B and C
  4. Send Email 4 if customer has shown interest in D, E and F
  5. Send Email 5 if customer has shown interest in any of the above product

I am unsure if how can I design a single customer journey based on decision box (something like dripping emails) in customer journey where emails are triggered based on the product interests. 

Any help related to above would be appreciable. 

Thanks

Vaibhav

Categories:
Customer Journey Design
Segmentation
I have the same question (0)
  • Community Member Profile Picture
    Community Member on at

    Thank you Dilyana. This is helpful.

    A quick check-up if it is possible to jump to Email 3 or Email 4 based on condition after Email 2 using segments? Can trigger along with segments be used as decision box?

  • Suggested answer
    d_radulova Profile Picture
    d_radulova 2 User Group Leader on at

    Hello Vaibhav,

    How do you record customers interest in a product?

    You will need to translate this into a segment criteria.

    You will have 1 segment which is customer interested in at least one product.

    Then you will have a marketing email tile sending email 1, and another marketing email tile sending email 2. In between the two emails, you can either have a trigger or scheduler just to make sure customers don't receive them at the same time.

    This takes care of your scenarios 1 and 2.

    For scenarios 3 and 4 - you will have another 2 segments as separate entry points on the same journey.

    Segment 2 - > customer has shown interest in A, B and C

    Segment 3 -> customer has shown interest in D, E and F

    Each of them will be followed by a marketing email tile sending respectively Email 3 and 4.

    This takes care of your scenarios 3 and 4.

    Your scenario 5 needs a bit more clarity. What is the trigger? You could have it on the first branch after email 2 and after a scheduler or a trigger tile.

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