Customer Journey Records still in Processing

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Posted on by Indhu

HI Team,

I am totally new to Marketing Module. I got a user issue like - the Customer journey is sent to 15 contacts, only 12 is processed and sent but 3 is still in processing stage and not sent yet. the event is overdue now. trying to investigate. what should I understand from this or how should I troubleshoot this.

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Nya 29,060 on at

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Hi,

Please focus on the if/then tile and check the setting of “Wait up to”.

Each contact will wait at this condition tile either until its logic evaluates to true or until the Wait up to period has elapsed, whichever comes first. As soon as a contact fulfills the requirements, it's sent down the true (top) path; if the Wait up to expires first, the contact is sent down the false (bottom) path instead.

Maybe your “Wait up to” is later than the due date of the event and the 3 contacts haven’t registered the event in the period, which will lead to the issue you described.

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Indhu 55 on at

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Thanks for the reply Nya

I am very new to the project and just me working in this. cant understand anything by seeing this. can you confirm.

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Nya 29,060 on at

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Hi,

This means that regardless of when your event is overdue, the if/then tile will wait for the user's registration until the 18th day after the start date of the customer journey.

For example, the start date of the journey is 7/1 and the due date of the event is 7/15. As configured by you, this if/then tile will wait until 7/19.

So you can adjust the Wait up to according to your request.

For more details, please refer to: Create an interactive customer journey (Dynamics 365 Marketing) | Microsoft Docs

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Indhu 55 on at

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"Contact is the member of the segment'All registered for People'"->Start-> send an email->.....

It starts with the list of people registered for the event. Then how the mail waits for people to get registered.

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Nya 29,060 on at

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Hi,

It starts at the "Start date and time" of the customer journey you set instead of with the list of people registered for the event.

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Indhu 55 on at

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OK! I didn't create it, it was already there and I'm trying to look into the issue so that i can learn marketing. So any customer Journey should start with the event start date?. Here in my scenario-> its starting with the members attending the event which is not the right way of doing it. ok thank you so much. Much helpful

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AriaConsulting 2 on at

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The way you phrased it "any customer Journey should start with the event start date" is incorrect in the scope that suggests. Your journey starts with whatever starting step you want/need for that particular journey. So, your journey can start with an email. Or a text. Or whatever. And that could lead to an event registration. Following the event registration you can have a decision node (as in your given example) that can have Yes and No paths. But you don't NEED to have a decision node after the event either. It really depends on your goals.

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