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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Custom Channel Activit...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Custom Channel Activity Create Interaction action

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Posted on by MarcinN Microsoft Employee

Hi,

I'm struggling with Custom Channel Interaction. I'm calling Custom Channel Activity Create Interaction action, the custom channel interaction record is created in Dynamics (can be found using advanced find), it is sync ti Customer Insights (interaction can be seen on timeline on customer record) but trigger set up on this interaction does not work. Flow does not see that conditio on trigger has been satisified. Has someone solution for this issue? There is no full example of creating custom channel and there is no reference for parameters for custom channel activity create interaction action.

Thanks in advance for your help,

Marcin

I have the same question (0)
  • d_radulova Profile Picture
    d_radulova 2 User Group Leader on at

    Hi @Marcin Nowosielski,

    I have been struggling  bit with Custom Channel Activities a bit recently too. However, it feels like you managed to get further ahead.

    How did you manage to get your custom channel activity created?

    I thought this just happens behind the scenes when contacts pass through a custom tile. I have my custom tile on my live customer journey, but no Custom Channel Activities.

    Also sorry, I don't have an answer to your question above.

    Thanks,

    -DD

  • MarcinN Profile Picture
    MarcinN Microsoft Employee on at

    Hi @Dilyana Radulova,

    You are right, Custom Channel Activities are created behind the scenes when contact pass through a custom tile. Then you can perform business logic written in plugin registered on Custom Channel Activity post create event. I have observed that Dynamics for Marketing does not always work as expected - I experienced issues for example with lead and contact match functionality. Often reinstalling helps with resolving such issues.

    Marcin

  • d_radulova Profile Picture
    d_radulova 2 User Group Leader on at

    Hey,

    I am really sorry you feel this way. I love D365 for Marketing, I think it's such an exciting product. We probably just need to learn how to work it better :).

    On the learning point, I have raised a SID 119100422000806 with MS, to do with Custom Channel Activities not getting generated. I can keep you posted if you are interested.

    Once this is resolved, my next step will be the same one you are struggling with. I will let you know if the trigger on Custom Channel Activities works for me.

    Thanks,

    -DD

  • Suggested answer
    Aga M Profile Picture
    Aga M Microsoft Employee on at

    Hi MarcinN,

    Thank you for sharing your use case and for notifying us about the issue you are facing. We will investigate it shortly. 

    During investigations, if we find any workaround that can be used, we will post it for community's benefit.

    Best Regards,

    Aga

  • Suggested answer
    Aga M Profile Picture
    Aga M Microsoft Employee on at

    Hi MarcinN,

    Your issue is most probably caused by a faulty implementation of a Custom Channel. 

    If you would like us to review and help to fix your code, please reach out to us: d365mktcomm@microsoft.com


    Best Regards,
    Aga

  • MarcinN Profile Picture
    MarcinN Microsoft Employee on at

    Hi Aga,

    Thanks for the tip. Today I sent an email addressed to d365mktcomm@microsoft.com. I will post solution when I get one.

    Best regards,

    Marcin

  • MarcinN Profile Picture
    MarcinN Microsoft Employee on at

    @Aga Miskowiec,

    Unfortunetly my mail was soft bounced beacause bagmktpm accepts messages only from people in its organization.

    pastedimage1572437298533v1.jpeg

  • MarcinN Profile Picture
    MarcinN Microsoft Employee on at

    I have received information from MS regarding my issue. It turned out that my custom channel implementation is ok. The reason why trigger missed custom channel interaction was 1h timeout set for the trigger. Triggers are by default evaluated once in hour and having wait time 1 hour might cause a lot of “close misses”. Increasing trigger timeout solved the issue.

  • Anna Moskalenko Profile Picture
    Anna Moskalenko 21 on at

    Hello, Marcin, my name is Anna and I want to thank you for this post. We have faced the same issue and now we can't trigger customer journey based on custom channel activity statuses.

    The steps that we have done:

    1. We made a tile for Viber messages, it works correctly: for all contacts who entered the tile we are generating custom entity records - viber messages. These records are sent to contacts via integration with external provider.

    Also Custom Channel Activities are created: (we can find them via advance find). And marketing activities are created for custom channel, but we don't know what to do with it. They contains JSON Payload, for example:

    [{"Token":"CampaignCustomChannelActivity","PropertyBag":"{\"TenantId\":\"51594518-ef8c-437e-b3c0-e3e672687c49\",\"ContactId\":\"c61f8c2b-7ad8-e911-a968-000d3ab3a9cc\",\"AccountId\":null,\"EntityTarget\":\"contact\",\"EntityId\":\"be3c9844-1911-ea11-a811-000d3ab54fa7\",\"EntityType\":\"sb_messagetemplate\",\"CampaignId\":\"ab61ec78-1911-ea11-a811-000d3ab54fa7\",\"IterationNumber\":\"1\",\"ActivityId\":\"090eff8c-4580-ef2c-117a-647cf771d396\",\"ComplianceField\":\"donotphone\"}"}]

    2. We made .css and.xml web resources where described a list of response types for custom channel. These statuses are displayed in the trigger after custom channel tile.

    3. On postcreate of  msdyncrm_customerjourneycustomchannelactivity we trigger action msdyncrm_CustomChannelActivityCreateInteraction and pass into ResponseType our ID response from our custome channel xml.

    But still we don't have any expected actions after contact entered the trigger. The statuses are not applied.

    And also you have mentioned that "after calling Custom Channel Activity Create Interaction action, the custom channel interaction record is created in Dynamics (can be found using advanced find), it is sync ti Customer Insights (interaction can be seen on timeline on customer record)."

    We can't find these custom channel interaction records in Dynamics at all. I mean, in advance find we even don't have such an entity.

    Please, help us with investigation of this problem.

  • AndersAnders Profile Picture
    AndersAnders 10 on at

    Im also facing this issue. Did you ever figure out how to display the stats / custom channel activity interactions on the custom channel tile?

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