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Customer journey not working

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Posted on by CallumSF

I filled in a form twice, once on 21/12/21 and once on 05/01/22.

Customer journey didn't trigger second time on 05/01

Screen shots attached. As you can see, the form was filled in 4 times but everything else has only happened 3 times.

Can you please help? ty

Screenshot-2022_2D00_01_2D00_07-at-12.42.13.png

Screenshot-2022_2D00_01_2D00_07-at-12.56.50.png

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CRMJetty 3,508 on at

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RE: Customer journey not working

Hello Callum SF,

Pls, refer this article,

https://docs.microsoft.com/en-us/dynamics365/marketing/create-simple-customer-journey

https://github.com/MicrosoftDocs/dynamics-365-customer-engagement/blob/main/ce/marketing/customer-journeys-create-automated-campaigns.md

I hope it helps,

Thanks.

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 portal.
Nya 29,060 on at

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RE: Customer journey not working

Hi,

This is a limitation of the Customer Journey itself and cannot be solved.

You could consider to use an email notification with Power Automate/ Flow instead of Marketing Email.

Just trigger it when a new form submission is created.
CallumSF 60 on at

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RE: Customer journey not working

Re this... So if in your requirements you have contacts submitting the same form multiple times in one day, then customer journey cannot accommodate sending an email for each submission and therefore you need to find another way.

What is the other way? People could be submitting our forms numerous times, we can't have it limited to once every 24 hours. How do I set it up so it happens on every form submission, regardless of the time?
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Nya 29,060 on at

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RE: Customer journey not working

Hi,

This is caused by the existence of a duplicate contact in the contact submission form.

A customer journey can be seen as a one-way pipeline, so a contact can only be processed once by a journey.

It is by design.

You can set the customer journey as a recurring one.

Please refer to the following section to know more about recurring journey.

Set up a recurring journey

But the Recurrence interval needs to be at least one day.

So if in your requirements you have contacts submitting the same form multiple times in one day, then customer journey cannot accommodate sending an email for each submission and therefore you need to find another way.

In addition

Here is the link of the forum for Dynamics 365 Marketing.

Dynamics 365 Marketing - Forums, Blogs, Support