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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Does changing the Audi...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Does changing the Audience of Customer Journey run the journey again for duplicate contatcs

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Posted on by Trial QA 30

Hi ,

I have an existing customer journey with Submission of a marketing form as audience. But I am not able to see the contacts processed in this journey in the form. So I want to change the audience from Submitted a form to a newly created dynamic Segment(This segment contains the submitted a form condition). 

But I am not sure if the journey will be triggered for the already existing contacts in the journey again as the condition of the segment is also same.

Or is there any other way to see contacts without creating segment?

Regards,

Trial QA

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  • Suggested answer
    Haig Liu Profile Picture
    Haig Liu Microsoft Employee on at

    Hi Trial QA,

    1.For outbound marketing:

    Usually, a journey takes each contact through its pipeline exactly once. Even if you use several segments, and a given contact appears in more than one of them, each contact is processed at most once. However, you can also set up a recurring journey in which all contacts are reprocessed at regular intervals during the active period.

    https://learn.microsoft.com/en-us/dynamics365/marketing/customer-journeys-create-automated-campaigns#set-up-a-recurring-journey

    So contacts don't go through a repetitive journey.

    However, you cannot skip the segment,

    if you want to see all engaged contacts of customer journey in the customer journey form, you need to insert the HTML web resource:

     https://community.dynamics.com/365/marketing/f/dynamics-365-for-marketing-forum/401349/seeing-all-contacts-that-are-in-a-customer-journey 

    2.For real-time marketing:

    After changing the journey segment, a new version will be generated, and the old version will be deactivated.

    pastedimage1686121935596v4.png

    We can use suppression and exclusion segments to avoid some segment: 

    https://learn.microsoft.com/en-us/dynamics365/marketing/real-time-marketing-segments#exclusion-segment

    What's more, you can view all versions of the members who have participated in the journey.

    pastedimage1686121879391v3.png

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