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Customer experience | Sales, Customer Insights,...
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Can you perform approvals as part of a Journey?

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Posted on by 15

We have an interesting request from a client, they would like to trigger approval processes when certain things happen within a journey, Eg: If the linked segment goes over X amount of contacts, or if the total number of emails on an email step exceeds X then they would like pause the journey until further approval is obtained from a senior marketing user. 

can we hook approvals type logic into a journey, and if so any resources to guide would be most welcome

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  • Verified answer
    cloflyMao Profile Picture
    25,210 on at

    Hi JIAdan,

    You first requirement can be achieved by building a approval feature for customer journey:

    we can get included segment name from customer journey entity's msdyncrm_workflowdefinition field, then use this name to query corresponding segment, 

    it size of the segment exceed X, then add a approval action to prevent customer journey to go live before approval.

    But you second requirement is hard to ahieve, because interaction data such as total number of email delivery is saved in Insights database, there is no direct option to access them.

    In a word, approval feature is available but is restricted to some scenarios.

    There're 2 ways to achieve approval feature:

    1. There are some functions inside Dynamics Marketing solutions to support the feature: 

    https://docs.microsoft.com/en-us/dynamics365/marketing/developer/marketing-approvals-feature

    From description, it seems that you need to add custom ribbon buttons with provided functions.

    2. Connect to Power Automate and use its Start and wait for an approval action.

    The article introduced a simple demo of approval feature for customer journey.

    https://docs.microsoft.com/en-us/dynamics365/marketing/developer/build-approval-feature-using-flow

    For the first requirement, I created another flow for query member size of segment which is involved in a customer journey.

    You can change it to work in your scenario.

    Overview of flow:

    pastedimage1585128504792v8.png

    1. My demo customer journey:

    pastedimage1585127926959v1.png

    2. The overall tiles structure will be formatted as JSON in msdyncrm_workflowdefinition field.

    pastedimage1585128030709v3.png

    The start tile(segment) will always be the second node.

    pastedimage1585127993906v2.png

    3. We need to parse value in the field to real JSON data to read properties in nodes.

    We can copy the first node text into Schema field as example structure.

    pastedimage1585128168902v4.png

    4. After parse job is done, we extract segment name with dynamic expression below, and save the value into a variable.

    body('Parse_JSON')[1]['Properties']['Items'][1]['Name']

    5. Query corresponding segment with variable:

    pastedimage1585128331404v5.png

    6. Because we might not create duplicate segments, so we could just get the first item from retrieved result, 

    with dynamic expression:

    body('List_records')?['value'][0]['msdyncrm_segmentsize']

    pastedimage1585128472892v7.png

    7. Result in flow

    pastedimage1585128556444v9.png

    The retrieved segment size in Dynamics Marketing:(Mao Segment(Dynamic))

    pastedimage1585128586418v10.png

    You could integrate doc tutorial with my flow to build your requirement 1.

    Regards,

    Clofly

  • JlAdan_ZA Profile Picture
    15 on at

    Thanks for the great and detailed response!

  • cloflyMao Profile Picture
    25,210 on at

    Hi JlAdan,

    If you thought my answer would help, please kindly mark it as verified, it would be really appreciated.

    I'll reply your in time if you had met other trouble during configuration on approval feature.

    Regards,

    Clofly

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